Business Support Analyst

Partner with internal business partners, collections teams, compliance, legal, and customer service departments to resolve account-related inquiries. This role is responsible for performing critical customer-impacting activities that support regulatory compliance, account servicing, and recovery operations.

Job Title: Business Support Analyst
Location: Johnston, RI
Shift Hours: 8:30 am - 5:00 pm

Job Description:
The Business Support Analyst provides operational support for the Consumer Specialty Operations Account Maintenance & Support team. This role is responsible for performing critical customer-impacting activities that support regulatory compliance, account servicing, and recovery operations. The associate ensures timely and accurate processing of account-related requests, correspondence, and account maintenance activities while meeting established service level agreements (SLAs) and quality standards.

Responsibilities:

• Process incoming mail operations, including researching, categorizing, and distributing correspondence to multiple teams across the Collections organization.
• Execute quality control reviews of Recovery Letters and Receipts, ensuring accuracy, consistency, and compliance with company and regulatory requirements.
• Review the Power of Attorney and Authorization of documents received via mail, fax, or email and perform the necessary maintenance on the account.
• Perform account tagging and maintenance activities to ensure customer records reflect current account instructions and restrictions.
• Ensure customer-impacting activities are completed accurately and within established turnaround times and SLAs.
• Maintain accurate documentation and records for audit and compliance purposes.
• Partner with internal business partners, collections teams, compliance, legal, and customer service departments to resolve account-related inquiries.
• Identify process improvements that increase efficiency, reduce risk, and improve the customer experience.
• Support departmental objectives, reporting requirements, and special projects as assigned.

Required Qualifications

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Strong attention to detail and commitment to accuracy.
• Effective verbal and written communication skills.
• Ability to manage multiple priorities and meet deadlines in a production-driven environment.
• Proficiency with Microsoft Office applications and operational systems.
• Ability to handle confidential and sensitive customer information appropriately.

Preferred Qualifications:

• Experience in banking, financial services, operations, collections, recovery, or customer servicing preferred.
• Knowledge of account maintenance, recovery operations, or regulatory compliance processes preferred.