Senior Analyst, Collections Strategy Delivery Projects & Support

Job Description:

Role Summary/Purpose:

As a Collections Strategy Delivery Projects and Support Analyst, you will be responsible for providing support for any New Client Integration (NCI) or New Product Integration (NPI), along with all subsequent Collection Strategy Delivery processes which support or are impacted by New Client or New Product launches. This role reports to the AVP, Collections Strategy Contact Manager and will have a supporting role to the Collections Strategy Delivery team regarding proper collection account queueing and needed account research and data analysis. 

Our Way of Working

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Attend New Client project calls including Conversions, New Client Starts Ups, Agent Bank Transfers, Client Rebrands, Terminations and Deconversions, partnering with Project Managers, Client Managers, the Strategy Development Team, as well as your Collection Strategy Delivery partners to ensure a successful launch

• Ability to communicate all Collections Strategy upstream and downstream impacts identified by the new client/new product launch to Strategy Development Team, Collection Strategy team and Project Manager, ensuring all project timelines are met

• Conduct a weekly to bi-monthly Strategy Manager NCI Project Touchbase call

• Own, audit and make, as needed, changes to Product Control (PCF) settings owned by Collections Strategy Delivery: Collections and Delinquency and Overlimit Product Control (PCF) settings, providing support for processes such as: Right to Cure, Re-age and Charge off

• Manage the Right to Cure reconciliation process for the FISERV and Allegro platforms

• Manage a bi-annual review of Product Control Function (PCF) settings to ensure consistency and standardization of settings remain intact

• Create collection strategy-based test scripts for NCI pre-launch testing and partner with the Tech & Ops UAT test team to execute provided test scripts ensuring testing sign off is complete by designed timeframe

• Perform Collections Strategy Manager Interactive Tester validations for NCI launches

• Partner with Strategy Delivery Coding team to implement Risk and Operational Strategy changes via FDR Rules and Queuing System, and/or Strategy Manager

• Perform  postproduction validation audits to ensure appropriate coding and routing of accounts, utilizing Tableau, and Business Objects/SAS to validate coding change accuracy for NCIs and, as needed, strategy change implementations

• Participate in conversion validation mocks and conversion launch weekend validations

• Provide backup support of the FISERV systemic processes (Aged Charge-Off, Account Closure, & Statement Messaging)

• Account level research for understanding of Collection processing utilizing FISERV green screen, Rules and/or Experian Strategy Manager

• Partner with Collection Strategy Development team and Collection Operations to determine NCI strategy implementation, dialer requirements and all other queuing necessities related to new client launch

• Provide audit support, as needed

• Perform other duties and/or special projects

Qualifications/Requirements:

• Bachelor’s degree and 2+ years experience in financial services, collections, or operations or in lieu of a bachelor’s degree, 4+ years of experience financial services, collections, or operations

• 3+ years demonstrated ability to use Microsoft business tools (MS Excel, MS Word, MS PowerPoint)  

• 3+ years of experience with FD Green screens

• 3+ years of experience with FISERV/FD Rules including M cycle testing region

• 2+ years of analytical and decision-making experience

• 2+ years of experience with Strategy Implementation processes and queuing within FDR/FISERV or comparable platform

• 1+ years of experience with Experian Power Curve / Strategy Manager

• Synchrony data warehouse and SQL based reporting tool experience, i.e. SAS strongly desired

• Proven ability to lead and manage multiple projects though to completion with minimal supervision

• Demonstrated ability to work with and effectively communicate to leadership, non-exempt team members and cross f