Collections Operations Business Analyst

Insight Global; Charlotte (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

Insight Global is seeking an operations-focused Business Analyst in Charlotte, NC to support a collections research team. The role emphasizes process, documentation, and metrics-driven outcomes rather than direct payments collection.

You will review account reports, perform research and skip tracing, verify customer information, and document activity in SharePoint. Power BI will be used to track progress and measure outcomes like right-party contact and pipeline penetration.

Qualifications

• 1–3 years of experience in business analysis, operations, financial services, mortgage operations, reporting, customer service, or a related field.
• Working knowledge of Microsoft SharePoint.
• Working knowledge of Microsoft Power BI dashboards and reporting.
• Experience reviewing operational reports and identifying trends, exceptions, or discrepancies.
• Comfortable engaging with customers.

Responsibilities

• Review account reports, conduct research and skip tracing.
• Verify customer information and document activity in SharePoint.
• Build an organized pipeline for the collections team and use Power BI to track progress and measure outcomes.

Skills

Business analysis

Operations

Financial services

Mortgage operations

Reporting

Customer service

Tools

SharePoint

Power BI

Job description

Job Description:

This is an operations-focused Business Analyst role supporting a team that researches and prepares difficult-to-contact customer accounts for collections activity. The position is not primarily focused on collecting payments, and prior collections experience is not required. You would review account reports, conduct research and skip tracing, verify customer information, document activity in SharePoint, and build an organized pipeline for the collections team. You would also use Power BI reporting to track account progress, identify cases requiring follow-up, and measure outcomes such as right-party contact, accounts cured, and pipeline penetration. It is a strong opportunity for someone with business processing, operations analysis, case management, or financial services experience who enjoys research, documentation, problem-solving, and working in a metrics-driven environment.

Required Skills & Experience:

• 1–3 years of experience in business analysis, operations, financial services, mortgage operations, reporting, customer service, or a related field.
• Working knowledge of Microsoft SharePoint.
• Working knowledge of Microsoft Power BI, including the ability to navigate dashboards and interpret reporting and performance data.
• Experience reviewing operational reports and identifying trends, exceptions, or discrepancies. General understanding of business controls, control execution, risk management, or quality‑assurance processes.
• Must be comfortable with customer interactions able to engage