Default Services Senior Analyst

Stellantis Financial Services US; Atlanta (GA); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading financial services provider is seeking a Default Services Senior Analyst for a remote position in Atlanta, GA. This role involves analyzing performance data, supporting operational initiatives, and collaborating with leadership to enhance customer service. Candidates should have significant experience in data analysis and proficiency in tools like Tableau and Excel, alongside strong problem-solving abilities.

Qualifications

• 4+ years of experience in a collection or call center environment.
• 2+ years of Tableau experience.
• 3+ years of leadership experience.

Responsibilities

• Analyze repossession and recovery performance to identify trends.
• Generate and maintain operational reporting.
• Collaborate with leaders to implement efficient solutions.

Skills

Data analysis

Problem solving

Attention to detail

Communication skills

Organizational skills

Analytical skills

Education

Bachelor’s degree or equivalent

Tools

Tableau

Microsoft Excel

Job description

Overview

Default Services Senior Analyst at Stellantis Financial Services US is a remote role (Atlanta, GA area, United States), with in‑person office visits as needed based on business needs. The position requires a Bachelor Degree or equivalent and is in the Call Center field.

Responsibilities

Stellantis Financial Services (SFS) is the new captive finance company for a global automaker and mobility provider with brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. The role contributes to growth and customer experience by analyzing data and leading operational initiatives.

Summary: Works with Operations Directors to analyze Key Performance Indicators (KPIs) and strategize business objectives. Analyzes large datasets to identify ways to boost organizational effectiveness, derives conclusions and forecasts from data analytics, generates and maintains operational reporting, and collaborates with business leaders to execute strategic objectives cost-effectively. Serves as process owner and SME for department projects and procedures.

Essential Duties and Responsibilities:

• Focus on detailed analysis of repossession, total loss, insurance, and recovery performance.
• Highlight positive and negative short-term and long-term trends impacting repossession, total loss, and recovery performance.
• Interact with Technical and Business stakeholders to analyze business requirements.
• Assess organizational performance and suggest process improvements.
• Execute policies as directed by Directors and offer recommendations for change.
• Serve as first point of escalation and initiate troubleshooting.
• Advise management on long-term coverage trends to help ensure Service Levels are met.
• Complete accurate and timely scheduling reports highlighting staffing concerns that impact key metrics.
• Document requirements, solutions, and updates of existing technical, process or procedures with changes from new requirements and projects.
• Track KPIs, generating and distributing reports as necessary.
• Understand and utilize Tableau for visualizations; build and maintain dashboards.
• Provide analysis of key metrics and trends and recommend steps to improve efficiency and effectiveness.
• Collaborate with staff and leaders to analyze business requirements and implement efficient solutions.
• Develop and maintain operational dashboards.
• Maintain expert knowledge of information systems and in-depth business functional knowledge.
• Generate and communicate off-phone activity reports, staffing issues, performance measures and call statistics.
• Analyze statistical data and provide report generation to maximize efficiency across multiple programs and clients.
• Assist with other special projects.
• This position involves regular access to personal information of consumers (e.g., Social Security numbers, dates of birth).

Preferred Skills

• Data analysis, data-driven decision making, reporting and analysis.
• Track, analyze and report on collection center and agent performance.
• Analyze and report historical data and trends.
• Accurate and timely scheduling reporting and staffing considerations.
• Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks.
• Detail oriented with a focus on solutions and results.
• Strong problem solving, attention to detail, objectivity, and strategic thinking.
• Strong mathematical, analytical, communication, and organizational skills.
• Strong verbal, written, and presentation skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint) and Tableau.
• Project Management and Process Improvement experience.
• Leadership, interpersonal and customer service skills with integrity.
• Willingness to work flexible shifts to meet service needs.
• Six Sigma/LEAN experience.

Preferred Education and Experience

• 4+ years of experience in a collection or call center environment (preferred).
• 2+ years of Tableau experience (preferred).
• 4+ years of MS Excel experience (preferred).
• 3+ years of leadership experience (preferred).
• Bachelor’s degree or equivalent combination of education and experience (preferred).
• Experience in business analytics and data aggregation (preferred).
• Experience determining work procedures, preparing work schedules, and expediting workflow (preferred).
• Experience with Compliance and Standard of Conduct policies as well as company policies and procedures (preferred).

Competencies

• Problem Solving, Technical Skills, Customer Service, Interpersonal Skills, Oral and Written Communication
• Teamwork, Quality Management, Ethics, Organizational Support
• Judgment, Planning/Organizing, Professionalism
• Quality and Quantity, Safety and Security, Adaptability, Attendance/Punctuality
• Dependability, Initiative, Innovation

Language Skills

Ability to read and interpret documents such as safety rules and policy and procedure manuals. Ability to write correspondence and speak effectively before groups of employees.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written or oral form.

Computer Skills

Intermediate knowledge of MS PowerPoint; intermediate knowledge of MS Excel, MS Word, and Tableau (Salesforce) program.

Other Skills and Abilities

Knowledge of/compliance with the Fair Debt Collection Practices Act and local, state, and federal collection laws.

Physical Demands

Regularly required to sit, use hands, reach, and communicate; occasional standing/walking; close vision required. Reasonable accommodations may be made.

Work Environment

Moderate noise level; reasonable accommodations available for disabilities.

Equal Opportunity Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing an environment free of harassment, discrimination and intimidation. It complies with applicable employment laws and regulations and does not discriminate on race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, or transgender status. Applicants must be authorized to work in the United States. Employment decisions are based on merit and business reasons.