Default Services Senior Analyst

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Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

This position is REMOTE but must be in the following markets: Dallas, TX, Houston, TX, Phoenix, AZ; Atlanta, GA; Detroit, MI. Will need to go into the office based on business needs periodically.

Summary: Works with Operation Directors with analysis of Key Performance Indicators and strategizing business objectives. Responsible for analyzing large datasets to identify effective ways to boost organizational effectiveness. Using data analytics; derive logical conclusions and forecasts for implementing strategies that can improve business performance. Generates and maintains Operational Reporting. Effectively collaborate with business leaders to execute strategic objectives in a cost-effective manner. Becomes the process owner and SME for department projects and procedures.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Focus on detailed analysis of repossession, total loss, insurance, and recovery performance.
• Highlight both positive and negative short-term and long-term trends impacting repossession, total loss, and recovery performance.
• Interact with Technical and Business stakeholders to perform analysis of business requirements.
• Assess how the organization is performing and offer potential improvements for processes and procedures.
• Execute policies as directed by Director(s) and offer recommendations for change.
• Serve as first point of escalation and initiates troubleshooting.
• Advise management on long-term coverage trends to help ensure Service Levels are met.
• Complete accurate and timely scheduling reports highlighting staffing concerns that impact key metrics.
• Document requirements, solutions, and updates of existing technical, process or procedures with changes resulting from new requirements and projects.
• Track KPI's, generating and distributing reports, as necessary.
• Understand and utilize Tableau for visualizations - build and maintain dashboards.
• Provide analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization.
• Work closely with staff and leaders to analyze the requirements of the business and implement appropriate efficient and effective business solutions.
• Develop and maintain the operational dashboards.
• Maintain expert knowledge of one or more information systems as well as in depth business functional knowledge.
• Generate and communicate off-phone activity reports, staffing issues, performance measures and call statistics.
• Analyze statistical data and provide report generation to maximize efficiency for all operations across multiple programs and clients.
• Assist with other special projects.
• This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.

Preferred Skills:

• Skilled at data analysis, data-driven decision making, reporting and analysis.
• Track, analyze and report on collection center and agent performance.
• Analyze and report historical data and trends.
• Completes accurate and timely scheduling reports highlighting staffing concerns.
• Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously.
• Solution, result, and detail oriented
• Excellent problem solving, attention to detail, objectivity, and the ability to think strategically.
• Strong mathematical, analytical, communication, and organization skills
• Strong, verbal, written and presentation skills.
• Highly Skilled in Microsoft Office suite, including Outlook, Excel, Word, and PowerPoint
• Project Management and Process Improvement experience required
• Strong leadership, interpersonal and customer service skills with a high level of integrity
• Willing and able to work a flexible shift to meet the Default Service needs
• 6 Sigma/LEAN experience

Preferred Education and Experience:

• Preferred minimum of 4 years of experience in a collection or call center environment
• Preferred minimum of 2 years of Tableau experience
• Preferred minimum of 4 years of MS Excel experience
• Preferred minimum of 3 years of leadership experience and providing directives
• Preferred bachelors' degree or equivalent combination of education and experience
• Preferred experience in business analytics and data aggregation
• Preferred experience in determining work procedures, prepares work schedules, and expedites workflow
• Preferred experience with Compliance and Standard of Conduct policies as well as company policies and procedures

Competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Makes timely decisions.
• Planning/Organizing - Uses time efficiently; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance.
• Quantity - Meets productivity standards.
• Safety and Security - Observes safety and security procedures and reports potentially unsafe conditions.
• Adaptability - Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Asks for and offers help when needed.
• Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work.

Language Skills: Ability to read and interpret documents such as safety rules and policy and procedure manuals. Ability to write correspondence and speak effectively before groups of employees.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written or oral form.

Computer Skills: Intermediate knowledge of MS Power Point; intermediate knowledge of MS Excel, intermediate knowledge of MS Word, and intermediate knowledge of Tableau (Salesforce) program.

Other Skills and Abilities: Knowledge of/compliant with the “Fair Debt Collection Practices Act,” local, state, and federal collection laws.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The vision requirement for this position is close vision.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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