Root-Cause Analytics Lead, Collections & Recovery

Citizens; Johnston (RI); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Citizens is seeking a Collections and Recovery Complaints Analyst to identify, investigate, and resolve escalated customer issues across collections and recovery operations. You will perform root-cause analysis, findings, and partner across Risk, Compliance, Legal, and Operations to develop sustainable solutions.

Responsibilities include leading complex investigations, analyzing data for trends, designing corrective actions, strengthening controls, and validating remediation efforts to prevent

Qualifications

• 2+ years' Collections experience at a financial institution.
• Strong interpersonal and communications skills.
• Proven organization, detail, and multitasking abilities.
• Strong analytical and problem-solving skills with data-driven approach.
• Ability to work in a fast-paced changing environment.
• Proficient with Microsoft Office; advanced Excel.

Responsibilities

• Lead investigations of escalated customer complaints and issues.
• Analyze data to identify trends and root causes.
• Identify process gaps and emerging risks.
• Develop and implement corrective action plans.
• Partner with Risk, Compliance, Legal, Operations to address remediation.
• Design and monitor controls to mitigate risk.
• Perform targeted testing to assess control effectiveness.
• Measure sustainability of remediation efforts.

Skills

Interpersonal skills

Analytical thinking

Problem solving

Attention to detail

Multitasking

Communication skills

Adaptability

Education

Associates or Bachelor's Degree preferred

Tools

Excel

PowerPoint

Job description

Citizens is seeking a Collections and Recovery Complaints Analyst to identify, investigate, and resolve escalated customer issues across collections and recovery operations. You will perform root-cause analysis, findings, and partner across Risk, Compliance, Legal, and Operations to develop sustainable solutions.

Responsibilities include leading complex investigations, analyzing data for trends, designing corrective actions, strengthening controls, and validating remediation efforts to prevent