Data Collections Strategy and WFM Analyst

This is a remote position.

• Deliver quality products and services.
  
• Achieve the satisfaction of our internal and external clients.
  
• Encourage in our team the importance of training to grow professionally and personally through development plans.
  
• Comply with the applicable legal and regulatory requirements.
  
• Promote continuous improvement of the quality management system.
  

What makes you a strong candidate:

• You have 3+ years of experience in Microsoft Power BI and SQL.
  
• You are expert in strategic management.
• You are proficient in CRM (Customer Relationship Management), contact center management, data collection, and WFM Analyst.
  
• English - Native or fully fluent.
  
• Spanish - Conversational.
  

Responsibilities and more:

• Lead the development, testing, performance monitoring, and rollout of collections strategies, including segmentation, contact strategy, and payment strategies.
  
• Supervise champion-challenger testing and the development, validation, implementation, and monitoring of decision tree segmentations.
  
• Partner with the Analytics team to develop and monitor collections performance and internal scoring/segmentation.
  
• Lead Collections Strategy support for critical company initiatives (new client and product introductions).
  
• Partner with Operations and Compliance teams to expand data access, improve decision-making, and implement new capabilities.
  
• Collaborate with Collections Operations to identify, prioritize, test, and roll out new technology initiatives (MMS, SMS, Portals, etc.) to reduce expenses and enhance customer experience.
  
• Actively manage a portfolio of collections strategy initiatives, track performance, and provide regular updates to senior management and stakeholders.
  
• Partner with the Strategic Initiatives & Planning team on intake, prioritization, planning, change management, and performance monitoring.
  
• Partner with Legal, Compliance, and other groups to assess gaps in new laws, regulations, and regulatory guidance; lead and implement compliance changes when necessary.
  
• Lead the adoption of best-in-class methodologies (e.g., design of experiments), processes, tools, and infrastructure to strengthen strategy development and analytics.
  
• Collaborate with Business Intelligence and Credit Analytics & Reporting teams to develop BI and management reporting.
  
• Perform other duties or special projects as assigned.
  

Requisitos

• 5+ years of strategy management experience.
  
• Proven ability to build and lead high-performing collection strategy teams.
  
• Experience leading analytics, including champion vs. challenger testing and decision tree segmentation.
  
• Strong relationship-building, verbal/written communication, and influencing skills, with ability to influence executives.
  
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).
  
• Experience with digital transformation, automation, and CRM/contact center technologies.
  
• Availability: 8:00 a.m.–5:00 p.m.; on call as needed.
  
• Extensive knowledge of Contact Center management, scheduling, and call monitoring software/applications to analyze and interpret data for enhancing member experience and operations.
  
• 3+ years of SQL and Power BI experience.
  

Ventajas

• We're certified as a Great Place to Work.
  
• Opportunities for advancement and growth.
  
• Paid time off.
  
• Formal education and certifications support.
  
• Benefits with partner companies.
  
• Referral program.
  
• Flexible working hours.