Note: The job is a remote job and is open to candidates in USA. Elevate is a company focused on enhancing customer experiences and managing collections. They are seeking a Senior Portfolio Analyst who will blend analytics across customer servicing and collections, building a comprehensive view of the customer journey and partnering with various teams to drive improvements.
Responsibilities
- 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
- 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
- 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
Skills
- Bachelor's degree or six or more years of relevant work experience
- Hands-on SQL experience required
- 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
- 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
- Experience in consumer lending, servicing, or collections analytics strongly preferred
- 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
Company Overview