Senior Analyst, Collections Communications

Momentum Financial Services Group; Toronto; On-site; CAD 80,000 - 105,000; Full time

Job summary

A leading financial services provider is seeking a Senior Analyst in Collections Communications. In this role, you will develop and optimize communication strategies to enhance customer engagement during collections, leveraging data analytics to drive effectiveness and improve recovery rates. Join a fast-paced, customer-centric environment and influence business performance with your expertise.

Qualifications

• 4+ years of experience in Financial Services, preferably in Credit Risk or Customer Communications.
• Proficient in SQL, Python, SAS, or R; strong analytical and communication skills.
• Hands-on experience with customer messaging strategies in a collections context.

Responsibilities

• Design and optimize customer communication strategies to drive recovery rates.
• Apply analytics to evaluate communication effectiveness across various channels.
• Collaborate with cross-functional teams to align strategies with customer insights.

Skills

Data Analysis

Customer Communication

Business Acumen

Stakeholder Management

Education

Bachelor’s or Master’s degree in a quantitative field

Tools

SQL

Python

SAS

Tableau

Power BI

Job description

Senior Analyst, Collections Communications

Toronto, Canada

Momentum Financial Services is a leading provider of financial services in North America. For 40 years, we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Through our retail network of over 400 locations, known as Moneymart, Insta Cheques and the Cheque Cashing store, we provide access to cash and related products to help our customers achieve their goals.

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, cheque cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions.

GENERAL FUNCTION

Join a high-impact, fast-paced FinTech environment where your expertise in data analytics and passion for customer-centric communication can significantly influence business performance. As a Senior Analyst – Collections Communications, you will play a pivotal role in shaping how Momentum engages with customers throughout the collections journey. You will develop, evaluate, and optimize communications strategies to reduce losses, improve contactability, and deliver experiences that reinforce trust, even during difficult financial conversations.

This role combines quantitative rigor with creative communication thinking—perfect for someone who thrives at the intersection of data science and human behavior.

DUTIES/RESPONSIBILITIES

• Strategic Development: Design and continuously optimize customer communication strategies within the Collections function. Focus on driving improved recovery rates, reducing delinquency, and enhancing the customer experience.
• Analytical Leadership: Apply advanced analytics to evaluate communication effectiveness across channels (email, SMS, outbound call, IVR, etc.) and customer segments.
• Cross-Functional Collaboration: Partner with data scientists, product managers, engineers, and operations teams to ensure strategies are aligned with system capabilities and customer lifecycle insights.
• Innovation & Experimentation: Develop and test new messaging approaches, leveraging A/B and multivariate testing frameworks to identify high-performing solutions.
• Strategy Execution: Oversee implementation of strategy changes, monitor outcomes, and recommend iterative improvements.
• Insight Delivery: Translate complex data into clear, actionable insights and recommendations for senior leadership.
• Compliance & Governance: Ensure communication strategies are compliant with regulatory and legal requirements while maintaining a customer-first approach.
• Tool Enhancement: Contribute to the evolution of the collections analytics platform by integrating communication-specific KPIs and feedback loops.

EDUCATION

• Bachelor’s or master’s degree in a quantitative or analytical field such as Data Science, Mathematics, Statistics, Computer Science, Economics, Marketing Analytics, or a related discipline.

EXPERIENCE

• 4+ years of experience in Financial Services, preferably in Credit Risk, Customer Communications, or Strategy roles.
• Hands-on experience designing and executing customer messaging strategies, ideally within a collections or servicing context.
• Strong analytical skills with proficiency in tools like SQL, Python, SAS, or R.
• Familiarity with CRM tools, digital engagement platforms, and customer segmentation methods.
• Demonstrated success managing communication strategy lifecycle stages: Ideation, Design, Execution, and Monitoring.
• Working knowledge of collections operations and regulatory frameworks is highly advantageous.

SKILLS

• Strong Excel and PowerPoint skills.
• Comfortable working with data visualization tools (e.g., Tableau, Power BI).
• Exceptional written and verbal communication skills.
• Strong business acumen with the ability to balance customer empathy and financial performance.
• Ability to distill complex data into simple narratives for both technical and non-technical audiences.
• Autonomous and self-driven, yet a team player.
• Highly curious, adaptable, and committed to continuous improvement.
• Proven ability to manage and influence stakeholders in a matrixed environment.
• Bonus: familiarity with machine learning applications in contact optimization or NLP for message testing.

Additional Information

All your information will be kept confidential according to EEO guidelines.

*Notice to Ontario Applicants –Momentum Financial Services Groupis committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notifyMomentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation,we will work with youto determine how to meet your needs.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

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