Lending Operations Analyst

About the role

The Consumer Money team at Intuit is working to make financial progress possible for everyone. Within this organization, the Money Operations team—which spans specialized functions across Banking, Lending, Disputes, Control, and Analytics—is responsible for establishing stable, highly efficient operations that seamlessly scale to support rapid business growth and protect the member experience.

Responsibilities

• Servicing & Borrower Operations Support - Support day-to-day lending servicing operations including member inquiries, payment research, account maintenance, servicing requests, disputes, and operational follow-up activities
• Assist members and internal teams with escalated operational issues, servicing concerns, payment questions, and borrower support requests.
• Partner with servicing and contact center teams to support timely issue resolution and operational continuity
• Help improve member experience through responsive operational support and process execution
• Collections & Lending Operations Support - Support collections operations through account research, delinquency investigations, repayment support activities, and operational follow-up
• Aid with operational activities related to payment arrangements, hardship programs, member remediation efforts, and servicing workflows
• Support operational processes related to disputes, borrower complaints, credit reporting inquiries, and operational reconciliations
• Aid with back-office lending operations activities including workflow management, account updates, operational queues, and servicing support functions
• Interface with BPO partners on day-to-day operations matters including agent level escalations, servicing issues, and performance follow up
• Operational Troubleshooting & Root Cause Analysis - Investigate and resolve operational issues impacting member experience, payment processing, servicing workflows, collections operations, or operational controls
• Conduct root cause analysis related to servicing breakdowns, member complaints, payment failures, disputes, or recurring operational issues
• Escalate operational risks, process gaps, and workflow concerns to leadership as appropriate
• Support process improvement initiatives focused on operational efficiency and servicing quality

Qualifications

• 3+ years’ experience in consumer lending, collections support, servicing operations, fintech operations, or banking operations
• Experience supporting customer-facing operational processes in a fast-paced environment
• Strong problem-solving and troubleshooting skills with the ability to investigate and resolve operational issues
• Strong understanding of collection operations, delinquency management, servicing and repayment workflows
• Strong analytical and problem-solving skills with experience identifying operational trends and root causes
• Self-motivated and able to work proactively and take the initiative