Root-Cause Collections & Recovery Analyst

Citizens Financial; United States; Hybrid; USD 65,000 - 80,000; Full time

Job summary

Citizens Financial is seeking a Collections and Recovery Complaints Analyst to investigate escalated customer complaints, legal matters, and operational issues, identifying root causes and driving sustainable remediation. You will partner across Risk, Compliance, Legal, Operations, and leadership to strengthen controls and improve customer outcomes.

The role emphasizes data-driven analysis, action planning, and testing to prevent recurrence, with a 40-hour week, a Monday–Friday schedule, and a

Qualifications

• 2+ years' Collections experience at a financial institution.
• Strong interpersonal and communications skills.
• Proven organization skills, attention to detail, and ability to handle multiple projects simultaneously.
• Strong analytical and problem-solving skills - ability to think critically in order to diagnose problems, determine key findings and opportunities from data, analytics and internal/external research, prioritize strategic solutions, and present clear and comprehensive recommendations to senior management.
• Ability to work in a fast-paced changing environment.

Responsibilities

• Lead complex investigations of escalated customer complaints, legal matters, and operational issues to determine underlying root causes.
• Analyze complaint, legal, and operational data to identify recurring themes, trends, and opportunities for improvement
• Identify systemic process gaps, control weaknesses, and emerging risks through trend analysis, case reviews, and business-line research.
• Drive the development and implementation of corrective action plans designed to prevent issue recurrence and improve customer outcomes.
• Partner with Risk, Compliance, Legal, Operations, and business-line leadership to address Risk, and remediation activities.
• Design, enhance, and monitor business controls to mitigate operational and regulatory risk.
• Perform targeted testing and validation activities to assess control effectiveness and identify process vulnerabilities.
• Measure and validate the sustainability of remediation efforts and process improvements.

Skills

Collections experience

Strong communication

Problem solving

Data analysis

Multi-project management

Education

Associates or Bachelor's Degree preferred

Tools

Microsoft Office

Excel

PowerPoint

Job description

Citizens Financial is seeking a Collections and Recovery Complaints Analyst to investigate escalated customer complaints, legal matters, and operational issues, identifying root causes and driving sustainable remediation. You will partner across Risk, Compliance, Legal, Operations, and leadership to strengthen controls and improve customer outcomes.

The role emphasizes data-driven analysis, action planning, and testing to prevent recurrence, with a 40-hour week, a Monday–Friday schedule, and a