Default Services Senior Analyst
Stellantis
- Atlanta, GA
- Permanent
- Full-time
- Focus on detailed analysis of repossession, total loss, insurance, and recovery performance.
- Highlight both positive and negative short-term and long-term trends impacting repossession, total loss, and recovery performance.
- Interact with Technical and Business stakeholders to perform analysis of business requirements.
- Assess how the organization is performing and offer potential improvements for processes and procedures.
- Execute policies as directed by Director(s) and offer recommendations for change.
- Serve as first point of escalation and initiates troubleshooting.
- Advise management on long-term coverage trends to help ensure Service Levels are met.
- Complete accurate and timely scheduling reports highlighting staffing concerns that impact key metrics.
- Document requirements, solutions, and updates of existing technical, process or procedures with changes resulting from new requirements and projects.
- Track KPI s, generating and distributing reports, as necessary.
- Understand and utilize Tableau for visualizations build and maintain dashboards.
- Provide analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization.
- Work closely with staff and leaders to analyze the requirements of the business and implement appropriate efficient and effective business solutions.
- Develop and maintain the operational dashboards.
- Maintain expert knowledge of one or more information systems as well as in depth business functional knowledge.
- Generate and communicate off-phone activity reports, staffing issues, performance measures and call statistics.
- Analyze statistical data and provide report generation to maximize efficiency for all operations across multiple programs and clients.
- Assist with other special projects.
- This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.
- Skilled at data analysis, data-driven decision making, reporting and analysis.
- Track, analyze and report on collection center and agent performance.
- Analyze and report historical data and trends.
- Completes accurate and timely scheduling reports highlighting staffing concerns.
- Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously.
- Solution, result, and detail oriented
- Excellent problem solving, attention to detail, objectivity, and the ability to think strategically.
- Strong mathematical, analytical, communication, and organization skills
- Strong, verbal, written and presentation skills.
- Highly Skilled in Microsoft Office suite, including Outlook, Excel, Word, and PowerPoint
- Project Management and Process Improvement experience required
- Strong leadership, interpersonal and customer service skills with a high level of integrity
- Willing and able to work a flexible shift to meet the Default Service needs
- 6 Sigma/LEAN experience
- Preferred minimum of 4 years of experience in a collection or call center environment
- Preferred minimum of 2 years of Tableau experience
- Preferred minimum of 4 years of MS Excel experience
- Preferred minimum of 3 years of leadership experience and providing directives
- Preferred bachelors degree or equivalent combination of education and experience
- Preferred experience in business analytics and data aggregation
- Preferred experience in determining work procedures, prepares work schedules, and expedites workflow
- Preferred experience with Compliance and Standard of Conduct policies as well as company policies and procedures
- Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
- Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Makes timely decisions.
- Planning/Organizing - Uses time efficiently; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance.
- Quantity - Meets productivity standards.
- Safety and Security - Observes safety and security procedures and reports potentially unsafe conditions.
- Adaptability - Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative - Asks for and offers help when needed.
- Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work.