Customer service representative managing active and receptive calls for debt negotiation in telecommunications. Role involves providing solutions and utilizing systems for effective communication.
About the role
- Senior Analyst in Zopa's credit strategy team improving customer and credit outcomes. Collaborating across teams to enhance engagement strategies and transform customer experiences.
Responsibilities
- drive significant improvements in customer and credit outcomes across Collections and Recoveries
- leverage hypothesis testing, portfolio trends, and industry advancements
- engage, inform, and support customers facing financial difficulties
- work closely with cross-functional teams including operations, product, engineering, and data science
- develop and drive engagement strategies, influence strategic decisions, and identify opportunities to enhance customer outcomes
- lead on complex and high impact projects
- gather industry information to stay updated on latest trends and opportunities within the collections space
- drive large scale strategic changes, transforming the impact on customers
- work with large datasets and some of the best tech in the industry, such as powerful Python instances for data analysis and Redshift for data warehousing
- mentor junior team members
Requirements
- strong experience analysing data to drive collections strategy within a consumer lending or debt collection firm
- strong ability in manipulating and analysing large datasets using SQL and/or Python
- experienced in visualization and storytelling through data
- passion for translating numbers into business opportunities and delivering insights to drive decision-making
- structured and holistic problem-solver, and possess strong time management skills
- passion for helping customers receive a seamless experience and good customer outcomes
- insatiable curiosity and a relentless drive to learn, improve, and share knowledge with others
- able to work collaboratively with cross-functional teams, including operations, tech, compliance and product
Benefits
- flexible ways of working
- face-to-face collaboration
- good work-life balance
- option of working from abroad for up to 120 days a year
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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