Collections & Recovery Business Systems Analyst

Citizens Bank; United States; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Citizens Bank is seeking a Business Systems Analyst to join its Debt Management team. You will translate business needs into technical solutions, partner with business and technology teams, and drive continuous improvement across collections and recovery processes.

Responsibilities include analyzing requirements, designing components, documenting designs, and mentoring teammates to deliver cost-effective, high-impact solutions.

Qualifications

• Experience implementing financial-based software.
• 3–5 years of related experience in consulting or services delivery, ideally in the collections & recovery industry.
• Experience with Agile Development methodologies and tools is a plus.
• Proficiency with MS Office.
• Ability to manage multiple projects, juggle priorities and deliver on tight deadlines.

Responsibilities

• Review and analyze business line requirements/problems.
• Participate/lead teams in the design, development and delivery of technology/service-based projects or components of larger, complex projects.
• Propose and deliver cost effective solutions to meet these requirements.
• Perform independent research to assist in the identification of user issues and develop user specific solutions.
• Recommend improvements and alternative solutions.
• Maintain and improve existing procedures/job aids and other resources to enhance ability to deploy complex solutions.
• Mentor and helps other members of the team, empowering and inspiring them to succeed.
• Analyze existing systems and highlight areas of improvement.
• Apply best practice approaches to all aspects of solution implementation.
• Create business and decision flowcharts and user interface prototypes.
• Create precise documentation of prioritized designs that can be signed off by the business line and directly converted to test plans.
• Perform gap analysis and recommend solutions.
• Seeks ways to execute more effectively, streamline processes, reduce costs, work smarter.
• Understand, translate, and communicate both business and technical objectives from multiple perspectives.
• Validate the functionality of the end product according to the requirement specifications.
• Work directly with business lines to obtain clear and unambiguous requirements.
• Driver of continuous improvement

Skills

Stakeholder mgmt

Communication

Analytical thinking

Problem solving

Attention to detail

Team collaboration

Education

Bachelor's degree in a relevant field

Tools

MS SQL Server

SQL

SSRS

PostgreSQL

RESTful API (Postman)

Debt Manager

DebtNext

AWS

Azure

Angular

HTML/CSS

Access and VBA

Job description

Position Summary

Citizens Debt Management team is a highly regarded, high-performing team known for delivering results, driving innovation, and partnering across the organization to solve complex business challenges. Join us as a Business Systems Analyst, where you'll help solve complex business challenges and deliver impactful solutions while partnering with business and technology teams to drive operational excellence, process improvement, and strategic change.

This role will play a key role in shaping the future of Collections & Recovery through innovative solutions, strategic thinking, and continuous improvement. The ideal candidate is a self-starter who thrives in a fast-paced environment, navigates ambiguity with confidence, and independently drives initiatives from concept to completion. Success in this role requires a sound thinker who can analyze processes, challenge the status quo, connect business needs with technical solutions, and influence change. You'll leverage strong analytical, technical and problem-solving skills to deliver solutions that streamline operations, enhance the user experience, and foster a culture of collaboration and continuous improvement.

Responsibilities

• Review and analyze business line requirements/problems.
• Participate/lead teams in the design, development and delivery of technology/service-based projects or components of larger, complex projects.
• Propose and deliver cost effective solutions to meet these requirements.
• Perform independent research to assist in the identification of user issues and develop user specific solutions.
• Recommend improvements and alternative solutions.
• Maintain and improve existing procedures/job aids and other resources to enhance ability to deploy complex solutions.
• Mentor and helps other members of the team, empowering and inspiring them to succeed.
• Analyze existing systems and highlight areas of improvement.
• Apply best practice approaches to all aspects of solution implementation.
• Create business and decision flowcharts and user interface prototypes.
• Create precise documentation of prioritized designs that can be signed off by the business line and directly converted to test plans.
• Perform gap analysis and recommend solutions.
• Seeks ways to execute more effectively, streamline processes, reduce costs, work smarter.
• Understand, translate, and communicate both business and technical objectives from multiple perspectives.
• Validate the functionality of the end product according to the requirement specifications.
• Work directly with business lines to obtain clear and unambiguous requirements.
• Driver of continuous improvement

Skills

• Ability to work with diverse stakeholders like business, product, engineering, operations, and QA teams.
• Anticipates problems and keeps schedule on track.
• Excellent interpersonal and communication skills, with the ability to confidently facilitate complex discussions, influence stakeholders, and translate technical concepts into language that is easily understood by diverse audiences.
• Experience implementing financial based software.
• Experience with pre-delivery inspection and testing methodologies.
• Experience working with MS SQL SERVER databases and SQL.
• High-level of initiative with ability to work independently and as part of a team.
• Knowledge of collection recovery system industry best practices.
• Passion to analyze and solve complex problems.
• Knowledge of Collections policies and practice

Qualifications

• General knowledge of operating systems, databases, or application servers.
• Extensive skills in business process management (BPM).
• 3–5 years of related experience in consulting or services delivery, ideally in the collections & recovery industry.
• Track record putting together reliable, complex, secure, high performance and scalable solutions for production environments.
• Successfully engaged on projects from inception through completion.
• Experience with Agile Development methodologies and tools is a plus.
• Proficiency with MS Office.
• Ability to manage multiple projects, juggle priorities and deliver on tight deadlines.
• Works willingly and effectively with others in and across the organization to accomplish team goals.
• Knowledge of consulting methodologies, tools, and techniques.
• Expertise in query tuning, optimization, and refactoring for performance in a high availability environment.
• Excellent presentation, communication and influencing skills.

Technologies that will help you succeed in this role:

• Debt Manager (FICO/C&R collections and recovery platforms)
• DebtNext (dPlat)
• RESTful API (Postman)
• Reports (SSRS)
• SQL/Postgres SQL Databases and ETL Pipelines
• Cloud Technology (AWS, Azure)
• HTML/CCS
• Angular
• Access and VBA
• Good understanding of networking concepts, security, and troubleshooting

Hours and Work Schedule

Hours per week: 40

Work Schedule: Mon-Fri 8:00AM-5:00PM EST - 4 days in office, 1 day remote

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

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.