Sr. Portfolio Analyst

## Sr. Portfolio AnalystApplyremote type: Hybridlocations: Addison, TX: Fort Worth, TX: Remote UStime type: Full timeposted on: Posted Yesterdayjob requisition id: R-100086**Job Description:**# General SummaryThe Senior Portfolio Analyst is a blended analytics role spanning the customer experience/servicing side of the customer lifecycle and the collections/delinquency management side. This person builds a unified, end-to-end view of the customer journey — from servicing interactions and customer satisfaction through delinquency progression, payment recovery, and charge-off — and partners with Operations, Customer Solutions, Collections, and Product to translate that view into action.# Principal Duties and Responsibilities## Servicing & Customer Experience Analytics* Own the voice-of-customer process, including multi-channel customer satisfaction survey administration, analysis, and interpretation across products.* Identify customer friction points and perform root cause analysis on customer solutions operational performance concerns.* Partner with Operations, Product, Marketing, and Data Science to reduce customer effort and improve interaction channels.* Build dashboards and visualizations of CX performance across the customer journey.* Recognize trends and provide analytical feedback on operational issues affecting customer satisfaction and contact rates.## Collections & Delinquency Analytics* Analyze delinquency transition trends, roll rates, and collections strategy/segmentation performance to inform treatment decisions.* Monitor payment return and recovery performance, identifying elevated or anomalous activity relative to industry benchmarks.* Build and maintain charge-off, save-rate, and recovery performance reporting across the collections lifecycle.* Support evaluation of collections vendors and scoring models, including comparative testing of internal and third-party risk scores.* Evaluate the impact of collections and credit policy changes and present findings to stakeholders.## Cross-Functional & Shared Responsibilities* Write and maintain SQL queries to extract, join, and reconcile data across servicing and collections systems into a single view for decision-making.* Design and run A/B tests across servicing and collections touchpoints; assess statistical significance and recommend rollout decisions.* Contribute to data governance, identifying and helping remediate data integrity issues across servicing and collections data sources.* Automate recurring reporting and distribute on a predefined schedule to relevant business audiences.* Proactively bring data-driven insight to leadership, framing business scenarios that influence customer experience and portfolio performance decisions.* Mentor less experienced analysts and support cross-training between the servicing and collections analytics disciplines.# Experience and Education* Bachelor's degree or six or more years of relevant work experience.* Experience in consumer lending, servicing, or collections analytics strongly preferred.* Hands-on SQL experience required; Snowflake experience strongly preferred.* Experience with Power BI, A/B testing, and trend/cohort analysis strongly desired.* Familiarity with collections or risk scoring concepts (e.g., delinquency transitions, roll rates, recovery curves) a plus.* Proven ability to work across functional teams in a fast-paced, change-driven environment.* Advanced skill level with Microsoft Excel, PowerPoint, Word, and SharePoint.* Strong prioritization and program management skills, including managing multiple analytical workstreams concurrently.# Required Skills, Abilities, Soft Skill Factors* Analytical — synthesizes complex or diverse information from multiple systems and data domains.* Problem Solving — identifies problems, analyzes information skillfully, develops alternative solutions.* Quality — demonstrates accuracy; looks for ways to improve quality; applies feedback to improve.* Business Acumen — understands business implications of data, reporting, and decisions across both servicing and collections.* Written & Verbal Communication — presents numerical data effectively to both analytical and non-technical audiences.* Professionalism — tactful, reacts well under pressure, treats others with respect, accepts responsibility.**California Employee Privacy Policy | Family & Medical Leave Act | Employee Polygraph Protection Act |E-Verify****#LI-BJ1**Elevate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr