Collections and Hardship Senior Analyst

  • Company:
  • Location:
  • Salary:
    negotiable / month
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  • Posted:
    14 hours ago
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Accountable to the Group Collections Manager, this role will work in close partnership with the Collections and Financial Hardship business and wider stakeholders to identify process and system improvements within the Collections and Financial Hardship functions.

This role will require the candidate to bring their own subject matter expertise to the table as well as leveraging the technical and process knowledge of others. The role is critical in the delivery of quality solutions based on thorough analysis and impact assessment, clear business requirements, robust testing and implementation.

The Role will own and execute critical activities and tasks required to ensure that initiatives are implemented and benefit the customer and/or the business.


+ Undertake deep dive analysis of the Collections and Financial Hardship functions and identify opportunities to improve the customer experience/journeys and simplify the process.

+ Implement process improvements which have been identified via deep dives or assigned by the business.

+ Investigate, propose and implement appropriate workflow systems.

+ Drive digital strategies across all areas of collections and hardship – leading to improved customer experience, improved operational execution (less process failures) and improved operational efficiency/costs.

+ Drive and deliver Phase 2 of the Financial Hardship improvement program.


+ Process improvement – ability to identify and scrutinize process and procedures.

+ Problem solving skills – overcoming obstacles and ability to meet the challenge of functioning in a department undergoing constant and rapid change.

+ Strong written & verbal communication – communicates confidently, clearly and effectively when speaking and in writing. Persuasive with details and facts.

+ Customer focus – focuses on customers and their needs. Seeks to understand the needs and issues of customers.

+ Change and Innovation – looks for new ways to address business issues. Ability to meet the challenge of functioning in an organisation undergoing constant and rapid change.

+ Solutions delivery and implementation – effectively plan, design, manage, execute and report on change.

+ Demonstrate/proven strong attention to detail and a high degree of intellectual curiosity.

+ Demonstrate high levels of integrity and professionalism


+ Minimum of 5 years working in banking or financial services.

+ Extensive Business Analysis experience.

+ Solid experience in requirements gathering, scope definition & high-level solutions design and testing design.

+ Excellent written and interpersonal communication skills.

+ Working knowledge of Collections and Financial Hardship is desirable.


**Job Family Group:**

Operations – Services


**Job Family:**

Credit Maintenance


**Time Type:**


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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.