Collections & Recovery Complaints Analyst

The Collections and Recovery Complaints Analyst serves as a critical business-line resource responsible for identifying, investigating, and resolving issues driving escalated customer complaints, legal cases, operational losses, and regulatory risk. This role conducts in-depth root cause analysis to uncover process breakdowns, control weaknesses, and emerging risk trends, partnering across Collections, Recovery, Risk, Compliance, Legal, and Operations to develop and implement sustainable solutions.

The analyst is accountable for driving corrective actions, strengthening controls, validating remediation efforts, and ensuring issues are resolved at their source to prevent recurrence. This role plays a key part in improving customer outcomes, reducing risk exposure, and enhancing operational effectiveness across the Collections and Recovery organization.

Primary Responsibilities

• Lead complex investigations of escalated customer complaints, legal matters, and operational issues to determine underlying root causes.
• Analyze complaint, legal, and operational data to identify recurring themes, trends, and opportunities for improvement
• Identify systemic process gaps, control weaknesses, and emerging risks through trend analysis, case reviews, and business-line research.
• Drive the development and implementation of corrective action plans designed to prevent issue recurrence and improve customer outcomes.
• Partner with Risk, Compliance, Legal, Operations, and business-line leadership to address Risk, and remediation activities.
• Design, enhance, and monitor business controls to mitigate operational and regulatory risk.
• Perform targeted testing and validation activities to assess control effectiveness and identify process vulnerabilities.
• Measure and validate the sustainability of remediation efforts and process improvements.

Required Skills/Experience:

• 2+ years’ Collections experience at a financial institution 
• Strong interpersonal and communications skills.
• Proven organization skills, attention to detail, and ability to handle multiple projects simultaneously.
• Strong analytical and problem-solving skills – ability to think critically in order to diagnose problems, determine key findings and opportunities from data, analytics and internal/external research, prioritize strategic solutions, and present clear and comprehensive recommendations to senior management.
• Ability to work in a fast-paced changing environment.
• Proficient with Microsoft Office applications; Advanced with Excel and PowerPoint.

Education/Certifications: 

Education:

• Associates or Bachelor’s Degree preferred. Relevant work experience may be substituted in lieu of degree.

Hours and Work Schedule:

Hours per Week: 40

Work Schedule: 

Monday – Friday, 8am-4:30pm

Hybrid - 4 days in office

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.