Collections and Recovery Strategy Senior Professional

At Citizens, we’re more than a bank and here you’ll experience new things, create new opportunities, think beyond your role and make an impact. While in this role, you will support the delivery of expert support and advice to the business on risk management. It is important to note that you will also participate in interpreting and complying with the risk policy standards, laws, regulations, and risk management framework. Most importantly, you’ll feel valued for who you are and supported to achieve what’s Important to you, personally and professionally!

This role is a senior individual contributor on the Collections & Recovery reporting and analytics team. The analyst converts complex operational needs into trusted data, scalable reporting, and decision-ready insights. The position owns work from initial intake and business requirements through data validation, development, visualization, implementation, and ongoing control. The successful candidate will thoughtfully use approved AI capabilities and partner across Operations, Technology, Risk, and other stakeholders to strengthen performance measurement, improve data quality, reduce manual effort, and help leaders identify emerging trends and act earlier.

What You Will Deliver

• Accurate, timely, and well-controlled reporting that supports Collections & Recovery performance management and business decisions.

• Clear analysis of trends, drivers, risks, and opportunities, translated into concise recommendations for operational and senior leaders.

• Scalable SAS-based data preparation and reporting processes, with a focus on automation, repeatability, documentation, and maintainability.

• Interactive Tableau dashboards and other visual reporting products that make complex information easy to understand and use.

• Well-defined business requirements and data specifications for new reporting, data enhancements, and technology changes.

• Stronger reporting governance through reconciliations, quality checks, issue tracking, change control, and transparent documentation.

• Responsible and practical use of artificial intelligence to improve reporting, accelerate analysis, strengthen documentation, and enhance business decision-making while following applicable governance, privacy, risk, and control expectations.

Primary Responsibilities

Reporting and analytics ownership

• Own the end-to-end lifecycle for assigned reporting and analytical products, including intake, prioritization, requirements, development, testing, implementation, maintenance, and retirement.

• Analyze operational performance and portfolio trends; identify drivers, exceptions, emerging risks, and opportunities for improvement.

• Prepare leadership-ready summaries that explain what changed, why it matters, and what action should be considered.

• Develop and maintain recurring, ad hoc, and self-service reporting for a broad stakeholder audience.

Data development and technology partnership

• Create, modify, troubleshoot, and optimize SAS code used for data preparation, analysis, automation, and reporting.

• Partner with Technology and data teams to define source-to-report requirements, add or modify data fields, and improve access to trusted data in enterprise data environments.

• Perform data profiling, validation, reconciliation, and root-cause analysis across multiple sources; document and escalate material data concerns.

• Translate business process nuances, policy requirements, and operational definitions into clear technical requirements and testable acceptance criteria.

Visualization, automation, and transformation

• Design and enhance Tableau dashboards with intuitive navigation, consistent definitions, actionable metrics, and appropriate drill-down capability.

• Identify manual or fragmented reporting processes and recommend practical opportunities for automation, standardization, consolidation, or retirement.

• Build reusable datasets, code components, documentation, and controls that improve efficiency and reduce key-person dependency.

• Support the team's evolution from reactive reporting toward more forward-looking performance insights and forecasting.

• Evaluate and apply approved AI capabilities within business processes to streamline research, requirements development, code documentation, data-quality investigations, reporting workflows, and insight generation, with appropriate human review and control validation.

Governance and stakeholder leadership

• Manage reporting intake and business requirement documentation, including scope, business purpose, data definitions, owners, dependencies, timing, controls, and approval criteria.

• Partner with Operations, Risk, Compliance, Technology, and other stakeholders to ensure reporting aligns with applicable policies, standards, laws, regulations, and risk-management expectations.

• Establish and follow appropriate quality assurance, peer review, version control, production validation, and change management practices.

• Communicate complex findings clearly to technical and non-technical audiences, including senior management.

• Provide day-to-day guidance and mentoring to analysts, share best practices, and contribute to a collaborative, accountable team culture.

Required Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.

• 5 or more years of relevant experience in financial services, operations, reporting, business intelligence, data analytics, or related fields.

• Demonstrated ability to read, write, maintain, and troubleshoot SAS and SQL code.

• Hands-on experience developing business reporting or dashboards in Tableau or a comparable visualization platform.

• Experience gathering requirements and translating business needs into data, reporting, or technology solutions.

• Strong analytical and critical-thinking skills, including the ability to investigate complex issues with limited supervision.

• Experience validating data, reconciling results, documenting logic, and implementing repeatable quality controls.

• Ability to communicate business concepts, analytical findings, and key performance drivers to varied audiences, including senior leaders.

• Ability to manage multiple priorities, work through ambiguity, and drive assignments to completion across partner teams.

Preferred Qualifications

• Collections, recovery, servicing, consumer lending, default management, or other regulated operations experience.

• Advanced Tableau experience, including dashboard design, performance optimization, calculated fields, and publishing standards.

• Experience with enterprise data lakes, relational databases, SQL, data lineage, or source-to-report mapping.

• Experience modernizing recurring reporting through automation, reusable data assets, or workflow redesign.

• Knowledge of performance measurement, forecasting, capacity planning, operational controls, or portfolio analytics.

• Experience supporting audits, regulatory requests, risk assessments, or issue-remediation activities.

• Prior experience mentoring analysts or informally leading complex cross-functional work.

• Experience utilizing artificial intelligence within business processes, including applying AI to improve efficiency, analysis, documentation, reporting, or decision support in a controlled business environment.

Success Profile

About the Opportunity

This is an opportunity to shape how Collections & Recovery performance is measured, understood, and acted upon. The role combines hands-on analytics and technical development with business partnership, governance, and transformation. The analyst will have visibility across critical operational priorities and will help build reporting capabilities that are accurate, efficient, scalable, and trusted.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday 8a-5p EST

Pay Transparency

The salary range for this position is $91,000 - $132,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .