Operations Process Senior Analyst

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The role

We are currently seeking a talented Consumer Credit Card Operations Process Senior Analyst to join our SoFi Collections Center of Excellence team. This individual will help develop and implement solutions to improve the efficiency and effectiveness of the Credit Card Collections team.

The Senior Analyst will collaborate with partners and team members to facilitate the development of business rules, requirements and manage the system parameters within our processors platform (FDR) and user interface (Optis). They will assist with the development of best in practice solutions to complex business challenges and identify opportunities to change, enhance, or streamline existing business projects and initiatives. They will be expected to act as a subject matter resource in consumer credit card collections operations, and  back end processors set up; and have the ability to connect how system parameter settings impact the up and downstream processes and then communicate and manage those impacts effectively across the business unit to assure proper compliance with processes and regulatory requirements.  This position interacts daily with vendor resources, employees, internal operations, Shared Services staff, and other internal and external stakeholders (engineering, product, marketing, risk,etc). They will assist our organization in maintaining relationships with partners, generating efficiencies, increasing staff productivity, improving service, ensuring sustainability, and meeting business objectives. 

The successful candidate for this role should possess excellent communication skills, superior knowledge of all operational business functions in a credit card servicing environment, exceptional change management skills, and strong leadership qualities.

What you’ll do:

• Control, maintain and test First Data (now Fiserv) card platform Optis (collections UI) settings for new and existing card products ; translate business requirements into Optis  settings and own the configuration of the tool.
• Troubleshoot processing system issues related to Optis configuration  
• Coordinate and communicate and drive change in a cross-functional, fast-paced environment and to lead and drive complex complex initiatives 
• Proactively identify operational opportunities to increase service quality or efficiency 
• Prepare and maintain detailed project plans during launch and post; , status reports, and issues logs 
• Experience developing tools, reports, scorecards, and data visualizations that improve upon those currently employed for understanding the business and making decisions 
• Proactively minimize operational risk
• Develop forward-thinking analysis to facilitate generation of management reports, and scaling our automated processes
• Perform additional duties and responsibilities as required

What you’ll need:

• 3+ years of recent experience in Consumer Card Collections experience
• Ability to navigate through ambiguity in a fast-paced, dynamic environment; be agile, flexible, and proactively jump in as needed 
• Strong project management discipline and ability to delivery on a variety of operational and technical solutions 
• Strong teamwork skills, with experience collaborating with our partners and various stakeholders 
• Developed analytical and investigative skills 
• Demonstrated written and verbal communication skills 
• Collaborative working style and ability to work with vendors and internal teams
• Ability to recognize and apply various regulatory parameters across work streams; develop test strategies and criteria, and assists with test execution, defect prioritization and resolution
• Working knowledge of data file movement and analytics
• BS/BA preferred and/or equivalent work experience

Nice to have:

• First Data  (now Fiserv) Platform experience 
• Experience working in team managing operational initiative implemen