Business Analyst

Design and maintain reliable data ingestion pipelines that feed customer and account data into Customer.io.

Ensure data quality and consistency across ingestion flows using SQL and Python.

Monitor pipeline health and proactively resolve data discrepancies or failures.

Collaborate with engineering and data teams to expand and improve data sources feeding into collections workflows.

Own and manage the collections agent assignment logic, ensuring accounts are correctly distributed based on defined rules and performance criteria.

Maintain and update assignment workflows as team structure, strategies, or segmentation evolves.

Automate assignment processes to reduce manual overhead and increase operational efficiency.

Partner with collections operations to align assignment logic with business priorities and capacity planning.

Build, maintain, and optimize 15+ collections performance dashboards in Hex using SQL.

Ensure data accuracy and reliability across all dashboards by implementing validation checks and data quality processes.

Deliver insights that help collections leadership make informed decisions on recovery strategies, agent performance, and portfolio health.

Respond to ad hoc reporting requests and iterate on dashboards as business needs evolve.

Conduct in-depth analysis of customer segments to identify recovery patterns, risk profiles, and opportunities for targeted collections strategies.

Design and execute A/B tests and experiments to measure the impact of new collections approaches on recovery rates.

Translate analytical findings into clear, actionable recommendations for the collections team.

Support the continuous improvement of segmentation models by incorporating behavioral, payment, and risk data.

Establish and maintain data connections with EDC and other external data providers relevant to collections operations.

Ensure external data sources are properly ingested, validated, and available for analysis and modeling.

Work with cross-functional teams to identify new external data opportunities that can improve collections outcomes.

Document integration workflows and data dictionaries to ensure operational continuity.

Design, launch, and iterate on data-driven collections tools (e.g., propensity models, contact prioritization logic, automated treatment triggers) aimed at improving portfolio recovery.

Monitor tool performance post-launch and make data-backed adjustments to maximize recovery impact.

Identify inefficiencies in current collections processes and propose technical solutions to address them.

Stay up to date with industry best practices in collections technology and apply relevant innovations to the team’s toolset.

Work with internal and external areas to ensure data consistency across departments.

Support collections agents and team leads with training on dashboards, reports, and automated processes.

Communicate technical findings in a business-friendly language for non-technical stakeholders.

Collaborate with the risk, product, and engineering teams to align collections data initiatives with broader company goals.

Mandatory: SQL (advanced), Python, Hex (or equivalent data notebook/BI tools), data ingestion and pipeline management.

Experience with Customer.io or similar CRM/marketing automation platforms used for collections or customer engagement.

Proficiency in data visualization and ability to build and maintain dashboards for operational teams.

Familiarity with API integrations and connecting to external data sources.

Experience designing and running A/B tests or controlled experiments in a data-driven environment.

Knowledge of collections, credit risk, or lending operations.

Experience with EDC or similar external credit data providers.

Familiarity with machine learning or statistical modeling for propensity scoring or segmentation.

Experience working in Fintech, financial services, or similar data-driven industries.

Experience in Collections Operations, Credit Risk, or Business Intelligence roles.

Strong understanding of portfolio management, delinquency tracking, and recovery strategies.

Ability to independently scope, build, and deploy analytical tools with minimal supervision.

Reliable and automated data pipelines feeding Customer.io with up-to-date and accurate customer information.

Reduced manual workload through automated assignment logic and streamlined collections workflows.

Improved decision-making through well-maintained, accurate, and actionable dashboards (15+).

Measurable improvement in portfolio recovery rates driven by data-backed tools and experimentation.

Stronger connectivity with external data sources (EDC) enabling richer segment analysis and treatment strategies.

Strong analytical mindset with the ability to translate data into business decisions.

Excellent problem-solving skills and the ability to proactively identify and address operational gaps.

Ability to collaborate effectively with both technical and non-technical teams.

Strong ownership mentality — comfortable managing multiple workstreams and delivering results independently.