Operations Audit Analyst

- Collaborate closely with loan operations leadership to conduct high-level operations analysis. - Create performance reporting strategies aimed at enhancing customer experience and profitability. - Analyze customer contact traffic for patterns and anomalies to enhance services and minimize unnecessary contacts. - Develop repeatable or ad-hoc queries and reports, and liaise with Enterprise Information Management to automate reports for broader user access. - Review and create strategies for email and chat communication channels. - Establish a collections/risk database and querying tool to efficiently offer detailed information for decision-making and strategies at varying time intervals. - Utilize statistical and querying tools such as SAS or SQL to develop analyses, strategies, and performance reporting for collections and risk management. - Generate and utilize collections/risk management reports to track current and emerging risk exposure and to evaluate collections and strategy performance. - Present insights and suggestions to the collections and risk management team. - Formulate collection strategies and apply champion-challenger testing to identify the most effective and cost-efficient risk management approaches. - Assess loan projections and delinquency rates to forecast staffing needs for both internal and contracted collection vendors. - Oversee the monthly debt sale process from initiation to completion.