Reporting Analyst, Collections

Job Description

Bread is a technology company that aims to transform the way the world shops online. We build tools, technologies and APIs that allow e-commerce merchants to integrate installment loan financing and other alternative payment products anywhere in their customers’ shopping journey. Bread was started in 2014 by financial technology veterans, and has experienced explosive growth to date. We’re backed by top investors including Menlo Ventures, Bessemer Venture Partners, Kinnevik, among others.

Bread is looking for a Collections Analyst for our Customer Operations Center in Tampa, Florida. The Collections Analyst will report to the Sr. Director of Operations Strategy & Enablement and be responsible for the enablement and strategic management of various technologies and strategies, including: cloud based dialer & telephony platforms, IVR, voice & non voice collections strategies, and reporting. This is an opportunity to partner with the Operations Leadership team to influence and drive the growth and success of our Collections business through technology advancement and optimize Bread’s end to end collections strategies through data analysis and experimentation.

Your role at Bread:

• Build and execute strategies to improve Bread’s collections performance and recoveries
• Manage the IVR and Telephony for the contact center, including: call routing, IVR design, execution, monitoring and reporting
• Own the Collections Management System, including: dialer strategies, segmentation, workflows, non-voice communications, reporting and vendor relationships
• Partner with Risk Management to create and implement tests within the Collections Management System to improve overall portfolio delinquency performance
• Manage outbound dialer campaigns, including: creation, execution, monitoring and reporting
• Analyze dialer productivity trends over time to identify and fix gaps in processes
• Design and execute reporting on KPIs for all internal stakeholders on a daily, weekly and monthly frequency
• Collaborate with cross-functional departments on new initiatives and projects
• Perform additional functions and/or stretch assignments as assigned

What we are looking for:

Must have:

• 4+ years of experience managing collections strategies within a mutli-site or omnichannel contact center
• Undergraduate degree in with a business, management or information systems focus or equivalent experience
• Experience with Collections Management Systems
• Knowledge of Telephony/Cloud Based Dialer Systems
• Understanding of operations (contact center) metrics
• Ability to prioritize, manage time effectively, and meet deadlines
• Ability to adapt to a changing, fast paced environment while working virtually with cross-functional business teams
• Exceptional attention to detail and organizational skills
• Strong interpersonal, analytical and problem solving skills
• Ability to adapt to a changing environment

What we offer:

• 100% Employer-Paid Health, Dental & Vision
• Stock options
• 401(K) plan
• Flexible time off
• 8 paid holidays
• Team events like trivia, office happy hours, bowling
• Wellness Perks (massages, fitness classes)
• Weekly team lunches
• Learning opportunities