Job Description:

General Summary

The Senior Portfolio Analyst is a blended analytics role spanning the customer experience/servicing side of the customer lifecycle and the collections/delinquency management side. This person builds a unified, end-to-end view of the customer journey — from servicing interactions and customer satisfaction through delinquency progression, payment recovery, and charge-off — and partners with Operations, Customer Solutions, Collections, and Product to translate that view into action.

Principal Duties and Responsibilities

Servicing & Customer Experience Analytics

• Own the voice-of-customer process, including multi-channel customer satisfaction survey administration, analysis, and interpretation across products.
• Identify customer friction points and perform root cause analysis on customer solutions operational performance concerns.
• Partner with Operations, Product, Marketing, and Data Science to reduce customer effort and improve interaction channels.
• Build dashboards and visualizations of CX performance across the customer journey.
• Recognize trends and provide analytical feedback on operational issues affecting customer satisfaction and contact rates.

Collections & Delinquency Analytics

• Analyze delinquency transition trends, roll rates, and collections strategy/segmentation performance to inform treatment decisions.
• Monitor payment return and recovery performance, identifying elevated or anomalous activity relative to industry benchmarks.
• Build and maintain charge-off, save-rate, and recovery performance reporting across the collections lifecycle.
• Support evaluation of collections vendors and scoring models, including comparative testing of internal and third-party risk scores.
• Evaluate the impact of collections and credit policy changes and present findings to stakeholders.

Cross-Functional & Shared Responsibilities

• Write and maintain SQL queries to extract, join, and reconcile data across servicing and collections systems into a single view for decision-making.
• Design and run A/B tests across servicing and collections touchpoints; assess statistical significance and recommend rollout decisions.
• Contribute to data governance, identifying and helping remediate data integrity issues across servicing and collections data sources.
• Automate recurring reporting and distribute on a predefined schedule to relevant business audiences.
• Proactively bring data-driven insight to leadership, framing business scenarios that influence customer experience and portfolio performance decisions.
• Mentor less experienced analysts and support cross-training between the servicing and collections analytics disciplines.

Experience and Education

• Bachelor's degree or six or more years of relevant work experience.
• Experience in consumer lending, servicing, or collections analytics strongly preferred.
• Hands-on SQL experience required; Snowflake experience strongly preferred.
• Experience with Power BI, A/B testing, and trend/cohort analysis strongly desired.
• Familiarity with collections or risk scoring concepts (e.g., delinquency transitions, roll rates, recovery curves) a plus.
• Proven ability to work across functional teams in a fast-paced, change-driven environment.
• Advanced skill level with Microsoft Excel, PowerPoint, Word, and SharePoint.
• Strong prioritization and program management skills, including managing multiple analytical workstreams concurrently.

Required Skills, Abilities, Soft Skill Factors

• Analytical — synthesizes complex or diverse information from multiple systems and data domains.
• Problem Solving — identifies problems, analyzes information skillfully, develops alternative solutions.
• Quality — demonstrates accuracy; looks for ways to improve quality; applies feedback to improve.
• Business Acumen — understands business implications of data, reporting, and decisions across both servicing and collections.
• Written & Verbal Communication — presents numerical data effectively to both analytical and non-technical audiences.
• Professionalism — tactful, reacts well under pressure, treats others with respect, accepts responsibility.

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Elevate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.