Job Summary

The Collections Business Consultant provides business analysis and management consulting services supporting collections, delinquency management, loan servicing, recovery, and related financial-services operations. The consultant analyzes business processes and data, identifies operational and technology requirements, evaluates alternative solutions, documents findings and recommendations, and supports implementation of improved business processes and information systems.

Key Responsibilities

• Analyze collections, delinquency management, recovery, and loan-servicing processes to identify operational issues, inefficiencies, control gaps, and opportunities for improvement.
• Gather and organize information regarding collections procedures, workflows, business policies, operating models, and supporting information systems.
• Conduct stakeholder interviews, workshops, process reviews, and working sessions to understand business problems and operational requirements.
• Evaluate business processes and develop alternative methods for improving operational performance.
• Analyze business and operational data to identify trends, exceptions, bottlenecks, root causes, and opportunities for improvement.
• Perform current-state and future-state gap and impact analyses.
• Analyze the end-to-end collections lifecycle, including delinquency identification, account segmentation, treatment strategies, customer contact, payment arrangements, escalations, recovery, and account resolution.
• Elicit, analyze, document, validate, and manage business and functional requirements.
• Translate business needs into functional requirements, business rules, use cases, user stories, process specifications, and acceptance criteria.
• Develop current-state and future-state process models, process flows, controls, exceptions, handoffs, and system interactions.
• Collaborate with technology teams on collections platforms, loan-servicing systems, workflow applications, CRM solutions, payment systems, decisioning platforms, APIs, and enterprise integrations.
• Define data requirements, business definitions, validation rules, reporting requirements, and source-to-target mappings.
• Evaluate alternative business and technology solutions against documented requirements and prepare recommendations.
• Develop test scenarios, test cases, expected results, and acceptance criteria; participate in User Acceptance Testing (UAT) and defect analysis.
• Support implementation readiness, business transition, post-implementation validation, and measurement of intended business outcomes.
• Identify opportunities to simplify, standardize, automate, or otherwise improve collections and servicing processes.
• Prepare management presentations, analyses, recommendations, and supporting documentation.

Position Deliverables

• Business Requirements Documents (BRDs)
• Functional requirements specifications
• User stories and acceptance criteria
• Business rules and use cases
• Current-state and future-state process maps
• Gap and impact assessments
• Data requirements and mapping specifications
• Workflow specifications
• Test scenarios and UAT documentation
• Requirements traceability matrices
• Operational analyses and management recommendations

Skill Requirements

• Bachelor's degree or foreign equivalent in Business Analytics, Management Information Systems, Information Systems, Business Administration with a concentration in Business Analytics or Management Information Systems, Finance, Economics, Operations Management, Industrial Engineering, or a closely related analytical or management discipline.
• 20 years of progressive professional experience in business analysis, management consulting, business/process consulting, financial-services operations, lending, collections, loan servicing, or a related analytical discipline.
• Experience with business and process analysis, requirements analysis, business-process modeling, data analysis, process improvement, technology implementation, functional testing/UAT, or stakeholder management.
• Strong analytical, problem-solving, written communication, verbal communication, and stakeholder-management skills.
• Proficiency with Microsoft Excel, PowerPoint, Visio, or comparable business-analysis and documentation tools.

Other Requirements

• Experience in banking, credit unions, consumer lending, mortgage lending, credit cards, or financial services.
• Experience with collections, recovery, delinquency management, or loan servicing.
• Experience with collections management, loan-servicing, CRM, workflow, decisioning, or case-management platforms.
• Experience with APIs and enterprise system integrations.
• Experience with SQL or other data-analysis tools.
• Experience with Agile/Scrum or hybrid software-development methodologies.
• Experience supporting automation and digital-transformation initiatives.
• Experience working with risk, compliance, and operational-control stakeholders.

Core Competencies

• Business and management analysis

• Requirements elicitation and documentation

• Business-process analysis and modeling

• Data analysis and interpretation

• Business-process improvement

• Functional requirements and business rules

• Information-system requirements

• Stakeholder analysis and management

• Solution evaluation and testing

• Financial-services operations

• Collections and lending domain knowledge

• Technology implementation

• Working Relationships

  • Collections Operations
  • Loan Servicing
  • Lending
  • Product Management
  • Business Process Owners
  • Technology and Engineering
  • Data and Analytics
  • Quality Assurance
  • Project and Program Management
  • Risk and Compliance
  • Internal Controls
  • External technology or implementation partners

Position Complexity

- The position involves analyzing complex business and operational problems that may span multiple organizational functions, business processes, applications, data sources, and technology platforms.
- The consultant is expected to independently gather and analyze information, evaluate alternative approaches, document findings, develop recommendations, and collaborate with stakeholders to implement approved solutions.
- The position requires the ability to translate complex business processes and operational requirements into structured requirements that can be implemented by technology and operational teams.