Sr. Business Analyst

Radius Global Solutions; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading organization in the collections domain is looking for a Senior IT Business Analyst. This role serves as a strategic liaison between business stakeholders and IT, focusing on optimizing call center operations and ensuring compliance with regulations. The ideal candidate will bring expertise in business analysis, particularly in financial services, and demonstrate strong communication skills to facilitate collaboration across teams.

Qualifications

• Minimum of 5 years of business analysis experience, 1–2 in financial services.
• Proficiency in documenting requirements, workflows, and process diagrams.
• Experience with CRM solutions or collections platforms preferred.

Responsibilities

• Collaborate with teams to document and prioritize business requirements.
• Analyze systems and workflows to identify optimization opportunities.
• Ensure compliance standards align with system requirements.

Skills

Problem-solving

Attention to detail

Communication

Interpersonal skills

Documentation

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Bachelor’s degree in Business Administration

Tools

SQL

SharePoint

Microsoft Office Suite

Job description

Summary

The Senior IT Business Analyst serves as a strategic liaison between business stakeholders and IT, specializing in call center operations within the collections domain. This role is critical in understanding and translating business needs into technical solutions that support operational efficiency, compliance, and performance optimization in a high-volume collections environment.

Essential Functions

• Collaborate with collections and call center teams to elicit, document, and prioritize business and technical requirements for system enhancements and process improvements.

• Analyze current systems and workflows to identify optimization opportunities that increase collections efficiency and compliance.

• Complete documentation for business requirements which guide application development efforts, working closely with the development team and business teams to ensure successful implementation of business requirements.

• Analyze opportunities to improve application reliability, technical processes, or operational compliance. Provide recommendations for possible solutions and work with IT and Business partners to implement solutions.

• Ensure that system requirements align with compliance standards, such as FDCPA, TCPA, and other relevant regulations governing debt collection.

• Work closely with developers, QA teams, and end-users to ensure high-quality delivery of system changes, including user acceptance testing and post-deployment support.

• Develop and maintain service level agreements (SLAs) and operational KPIs for collections and call center systems.

• Provide production support for applications used by collections teams, including issue triage, root cause analysis, and coordination of fixes.

• Act as a subject matter expert (SME) on collections technology platforms, including call routing systems, IVR, predictive dialers, and collections management systems.

• Support training efforts by creating documentation and collaborating with operations leaders to ensure smooth adoption of new tools and processes.

• Monitor project timelines, provide status reports, and escalate risks or delays as necessary.

• Uphold and model Company policies and procedures

• Provide operational and strategic support regarding high level matters that impact the operations of the business

• Keep up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area (including FDCPA laws and state laws) to ensure compliance with all state and federal regulations and with Company policies and procedures

• Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements

• Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices

• Adhere to all Company, Client and Consumer confidentiality and security policies and procedures

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

• Minimum of 5 years of business analysis experience, with at least 1–2 in a financial services organization.

• Experience working with CRM solutions or collections platforms.

• Proficiency in documenting requirements, workflows, and process diagrams

• Exceptional problem-solving skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

• Strong interpersonal, verbal, and written communication skills, with an ability to translate technical information into business terms.

• Experience with SQL for data querying and analysis is preferred.

• Knowledge of SharePoint and Microsoft Office Suite required.

• Perform other duties as assigned

Supervisory Responsibilities/Accountabilities

• None

Working Conditions

• Work is generally performed within an indoor office environment utilizing standard office equipment. This is a remote position, subject to Work at Home requirements.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer for extended periods of time. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys. The job requires extensive use of keyboards and computers

Position Type/Expected Hours of Work

Some flexibility in hours allowed but must be available during the department’s scheduled hours and guidelines. Full-time employees must maintain continuous full-time employment status

The position description lists the primary functions and requirements of the role and is not all-inclusive. Other responsibilities may be assigned at any time with or without notice. The position description is subject to change to meet the needs of the business. Reasonable accommodations will be provided to disabled individuals when such accommodations would allow the disabled individual to perform the essential functions of the position without causing an undue hardship for the Company.

Radius Global Solutions LLC is an Equal Opportunity Employer

EEO/Veteran/Disabled