Client Excellence Analyst
Why TrueAccord?
TrueAccord is a category-defining company. We combine machine learning with a human-based approach to transform debt resolution and to get people on the path towards financial health. Every year, more than 70 million Americans have negative experiences dealing with debt. We are changing this by providing personalized digital experiences that guide lenders and consumers through this challenging financial process.
With a world-class leadership team, passionate team members, and proprietary predictive models trained on years worth of transactional data, TrueAccord is well-positioned to deliver on a huge opportunity: helping millions of consumers to regain and keep their financial footing while lowering the cost of doing business for creditors across many industries.
The Role:
The Client Excellence Analyst will join a rapidly-growing team of highly motivated people who take the TrueAccord mission seriously and are determined to succeed. As with every position on the Client Excellence team, the ultimate objective of this role is the development and delivery of client focused operational tasks and controls which are aligned with TrueAccord’s strategies to optimize performance.
As an analyst on our team, you will take ownership of performing operational processes and incoming client requests. You will develop and monitor controls focused on performance, and compliance. You will gather key insights around our product, operations, and performance and will deliver these to stakeholders to enable informed decision making. This is an exciting role that can have a real impact on TrueAccord's success.
Responsibilities and Duties:
- Complete and respond back on incoming client requests
- Manage inventory including ingestion and return of accounts from and to clients, geo suppressions, and system to system record reconciliations
- Monitor controls tied to TrueAccord performance and regulatory requirements, including credit disputes, complaints, bankruptcy/SCRA, monitoring, outbound reporting, payment processing, and customer communications
- Perform escalation to appropriate teams and individuals when issues are identified
- Create and analyze reports to obtain needed data to complete client requests
- Produce accountability for business outcomes through KPI creation and monitoring
- Ensure data integrity through the development and use of system controls
- Set up new client portfolios within TrueAccord's software system
Requirements:
- 3 years' experience working in a high volume operational processing environment performing technical and customer service activities
- Competency using general record keeping, and accounting software, including Google Sheets, and Excel,
- Ability to design, implement and perform operational processes
- Demonstrated pattern of being analytically curious, drilling into root causes and business impacts to answer not only “Why” but also “So What”
- Ability to present complex information and deliver insights to non-technical business partners clearly and concisely
- Strong interpersonal skills and ability to work effectively, both in a team environment and across functions
- Attention to detail and accuracy, while maintaining a solid awareness of the big picture, are extremely important
- Must be able to work effectively with little direct supervision and in the face of ambiguity, shifting priorities, and multiple deadlines
Very Nice To Have:
- At least 5 years of relevant operations or analytical experience
- BS/MS degree in an analytical discipline: finance, statistics, applied mathematics, computer science, etc.
- Experience in Financial Services industry--with major bonus points coming from relevant experience in the debt collections space
- Prior experience providing processor/data analysis solutions in a call center or teller environment
- Competency with data visualization or business intelligence tools such as Looker, Tableau, or Power BI
- Familiarity with a statistical language, such as R or Python
- Experience with scenario planning (i.e., “What if” analyses), including the successful use of assumptions in place of key data points
- Ability to use data-driven insights to influence process improvements and controls
- Experience with initiatives to tackle technical debt
What TrueAccord offers you + Culture & Benefits
TrueAccord is a distributed company with a major presence in the San Francisco Bay area and Lenexa, KS. We offer a healthy work environment that continuously builds an inclusive and diverse culture where everyone is able to develop the best version of themselves. We are a dynamic group of people who are subject matter experts with a passion for change.
We offer:
*** Generous paid time off
*** Paid training
*** We promote work/life harmony
*** Paid holidays
*** Health, dental and vision benefits
*** 401K with matching
Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.
Our Dedication to Diversity & Inclusion
TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.