Sr. Portfolio Analyst
General Summary
The Senior Portfolio Analyst is a blended analytics role spanning the customer experience/servicing side of the customer lifecycle and the collections/delinquency management side. This person builds a unified, end-to-end view of the customer journey — from servicing interactions and customer satisfaction through delinquency progression, payment recovery, and charge-off — and partners with Operations, Customer Solutions, Collections, and Product to translate that view into action.
Principal Duties and Responsibilities
Own the voice-of-customer process, including multi-channel customer satisfaction survey administration, analysis, and interpretation across products.
Identify customer friction points and perform root cause analysis on customer solutions operational performance concerns.
Partner with Operations, Product, Marketing, and Data Science to reduce customer effort and improve interaction channels.
Build dashboards and visualizations of CX performance across the customer journey.
Recognize trends and provide analytical feedback on operational issues affecting customer satisfaction and contact rates.
Analyze delinquency transition trends, roll rates, and collections strategy/segmentation performance to inform treatment decisions.
Monitor payment return and recovery performance, identifying elevated or anomalous activity relative to industry benchmarks.
Build and maintain charge-off, save-rate, and recovery performance reporting across the collections lifecycle.
Support evaluation of collections vendors and scoring models, including comparative testing of internal and third-party risk scores.
Evaluate the impact of collections and credit policy changes and present findings to stakeholders.
Cross-Functional & Shared Responsibilities
Write and maintain SQL queries to extract, join, and reconcile data across servicing and collections systems into a single view for decision-making.
Design and run A/B tests across servicing and collections touchpoints; assess statistical significance and recommend rollout decisions.
Contribute to data governance, identifying and helping remediate data integrity issues across servicing and collections data sources.
Automate recurring reporting and distribute on a predefined schedule to relevant business audiences.
Proactively bring data-driven insight to leadership, framing business scenarios that influence customer experience and portfolio performance decisions.
Mentor less experienced analysts and support cross-training between the servicing and collections analytics disciplines.
Experience and Education
Bachelor's degree or six or more years of relevant work experience.
Experience in consumer lending, servicing, or collections analytics strongly preferred.
Hands-on SQL experience required; Snowflake experience strongly preferred.
Experience with Power BI, A/B testing, and trend/cohort analysis strongly desired.
Familiarity with collections or risk scoring concepts (e.g., delinquency transitions, roll rates, recovery curves) a plus.
Proven ability to work across functional teams in a fast-paced, change-driven environment.
Advanced skill level with Microsoft Excel, PowerPoint, Word, and SharePoint.
Strong prioritization and program management skills, including managing multiple analytical workstreams concurrently.
Required Skills, Abilities, Soft Skill Factors
Analytical — synthesizes complex or diverse information from multiple systems and data domains.
Problem Solving — identifies problems, analyzes information skillfully, develops alternative solutions.
Quality — demonstrates accuracy; looks for ways to improve quality; applies feedback to improve.
Business Acumen — understands business implications of data, reporting, and decisions across both servicing and collections.
Written & Verbal Communication — presents numerical data effectively to both analytical and non-technical audiences.
Professionalism — tactful, reacts well under pressure, treats others with respect, accepts responsibility.