Sr. Analyst, Collections Process & Controls

Overview

GreenSky OverviewGreenSky is one of the fastest growing financial technology companies in America. We make it easy for businesses of all sizes to offer credit to their customers with a fast and paperless solution.  We have developed a highly scalable loan origination and servicing platform and unique loan origination tools to deliver a differentiated level of service to our multiple stakeholders, including bank partners, merchant and retailer channel partners, consumers, and borrowers.  Leveraging proprietary mobile technology, we are currently experiencing exceptional growth in both accounts and profitability. We have a great team, are growing quickly, and are backed by some of the leading investors in the world. Our corporate headquarters is in the expanding fintech hub of Atlanta.

 

Position: Sr. Analyst – Collections Process & Controls

 

Location Options:

• Atlanta - GreenSky Headquarters
• Remote

Role Summary

This role is a part of the Collections – Operations Team

 

The role will be focused on improving Collections process improvement & speech analytics program. This includes the creation pertinent language patterns and conversational content to identify & remediate highly sensitive contact types (E.g., complaints).  The position will also be responsible for supporting ongoing internal projects – projects will range from procedure development, reporting/dashboard development, audit/escalation support and large changes to internal.

Duties & Responsibilities

• Ability to develop and/or deploy a Speech Analytics program, partnering with internal stakeholders to address complaints & other highly sensitive contact reasons.
• Provide support for business operations and create strategic or tactical recommendations to improve business performance and drive efficiency.
• Perform root cause analysis of changing trends to identify performance drivers.
• Deliver on quality assurance and quality control recommendations to mitigate risk and improve performance.
• Present findings to senior management. Clearly and concisely communicate analysis results through effective written and verbal communication.

Required Skills/Qualifications

• Bachelor’s degree in a relevant field, or an equivalent combination of education and work experience.
• 2 - 4 years progressive related experience in either a quality assurance/control (including speech analytic), project management or process improvement related role.
• Strong skills and experience in issue resolution, influencing team members and other stakeholders, conduct difficult negotiations and managing to stringent timelines for project deliverables.
• Demonstrated superior understanding of business and technology organization, resources, priorities, needs and policies.
• Demonstrated leadership and the ability to drive complex Programs and Projects.
• Strong problem solving, decision making, and analytical abilities.
• Flexibility, perseverance, and ability to thrive in a rapidly changing, fast-paced, and demanding environment.

Preferred Qualifications

• 2+ years of experience in an analytical/quantitative role
• Six Sigma green belt or similar lean certification
• Experience within financial services organization
• Experience with various speech analytics & call recording platforms is a plus
• Experience with Agile and/or Waterfall Software Development Life Cycle