Business Process Analyst (Voice)

Business Process Analyst (Voice)

Engage with members through 100% phone-based interactions to understand their financial circumstances related to delinquent accounts, providing customized solutions and education to improve their overall financial well-being and resolve outstanding balances. Utilize strong analytical and problem-solving skills to quickly assess the reasons behind account delinquencies and develop effective strategies for resolution, including exploring payment options and financial assistance programs. Employ exceptional communication and negotiation skills to establish mutually agreeable payment arrangements, adhering to established guidelines and regulatory requirements for collections activities. Leverage critical thinking to navigate complex and potentially sensitive situations, identify potential risks, and ensure compliance with all applicable local, state, and national laws and regulations governing collections practices. Maintain meticulous records of all member interactions, collection attempts, and outcomes in the designated database, ensuring accurate and up-to-date information for compliance and audit purposes. Effectively manage multiple tasks and prioritize responsibilities in a dynamic, Windows-based environment, while adhering to collection-related performance metrics. Service both inbound and outbound phone calls across all USAA product lines, leveraging automated and manual outbound dialing systems to collect payments and arrange payment plans, while consistently meeting performance standards specific to the collections function. Complete necessary account verification and maintenance tasks with precision and attention to detail, ensuring accurate records for collections activities.

Skills Required: Bank Collection calling (inbound & outbound) experience - Proven ability to analyze situations, identify root causes of delinquency, and develop effective collection strategies. 2+ years of experience in a customer-facing role requiring strong communication, problem-solving, and multitasking skills. Experience in collections, customer service, sales, account management, education, or counseling is highly valued. Demonstrated ability to effectively communicate complex information clearly and concisely, both verbally and in writing, particularly in sensitive or challenging situations. Proficiency in using computer applications within a Windows-based environment; ability to quickly learn and adapt to new software and systems relevant to collections activities. High school diploma or GED.

Desired Skills: Communication Mastery: Ability to articulate complex information clearly and empathetically, even in difficult conversations. Problem-Solving Prowess: Proven ability to analyze situations, identify root causes of delinquency, and develop effective collection strategies. Critical Thinking Acumen: Capacity to evaluate information objectively, make sound judgments under pressure, and ensure compliance with regulations. Multitasking Expertise: Ability to manage multiple priorities and responsibilities efficiently in a fast-paced collections environment. Adaptability & a Growth Mindset Negotiation Skills Empathy and Resilience Information Technology Aptitude Demonstrated ability to comprehend knowledge of Collections Regulations