Mortgage Collections & Loss Mitigation Sr. Business Analyst

The Mortgage Collections & Loss Mitigation Sr. Business Analyst serves as a strategic partner to the Mortgage Collections and Loss Mitigation teams, specializing in the use of large and complex data sets to evaluate, recommend, and implement business strategies that drive measurable improvements in performance and quality outcomes. This role is responsible for transforming complex data into actionable insights that inform business decisions, optimize operational processes, and support the achievement of departmental goals.

Leveraging deep expertise in mortgage collections, loss mitigation practices, investor and regulatory requirements, and customer needs, the analyst identifies opportunities for innovation and operational efficiency through data analysis. The analyst collaborates closely with operations managers, technical teams, and business stakeholders to design and implement data-driven solutions, support the rollout of new processes and technologies, and measure the impact of business initiatives.

Key Responsibilities Include:

• Performance Analytics & Reporting: Monitor, track, and report on colleague and department performance using advanced metrics. Deliver analyses and reports that identify trends, generate insights, and formulate recommendations to influence business decisions.
• Data Quality & Validation: Ensure the accuracy and reliability of analytic results through testing and validation of underlying report data. Address bias and data quality issues in all communications.
• Opportunity Identification: Utilize QA, CCAD, and assessment scores to pinpoint business opportunities and areas for optimization at both the department and individual level.
• Solution Development: Partner with operations managers and technical teams to develop and implement solutions based on data-driven requirements. Serve as a subject matter expert in loss mitigation, supporting technology changes and process improvements.
• Training & Development Support: Develop and maintain executive-ready coaching materials and training plans that address skill gaps and support colleague growth. Measure pre- and post-performance to demonstrate improvement 
• Stakeholder Collaboration: Build strong working relationships with internal partners and technical development teams to deliver solutions and support business initiatives.
• Ad Hoc & Industry Research: Conduct recurring and ad hoc research, including industry and competitive analysis, to inform business strategies and process enhancements.

Required Skills And Experience:

• 10+ years of Mortgage Loss Mitigation or relevant analytical experience
• Advanced proficiency in data analysis, reporting, and visualization tools (Excel, PowerPoint, etc.)
• Excellent verbal and written communication skills, with the ability to present complex findings to diverse audiences
• Strong organizational skills and attention to detail
• Ability to manage multiple deliverables and projects effectively
• Strong interpersonal skills across all levels of management
• Bachelor’s Degree preferred; relevant work experience may substitute

Hours & Work Schedule

Hours per Week:40

Work Schedule: Monday – Friday, 8:00am – 5:00pm, this position in the Glen Allen, VA office

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.