Pay: £28,000.00-£30,000.00 per year
Job description:
Job title - Collections Analyst
Department - Contact Centre BI
Reports to - Head of Contact Centre
Salary - £28k-£30k
Location -Sheffield, UK
Hybrid Role that requires three days of office attendance per week
Job functions
* Analyse current collections performance and make recommendations for improvement; including:
-SMS (business transmission and customer interaction)
-Email (business transmission and customer interaction)
-Website (business transmission and customer interaction)
-Chat (business transmission and customer interaction)
-Ai Agents interaction and performance
-Dialler systems (business transmission and customer interaction)
-Payments activity (online payments, bank transfers, card payments over the phone
-B2C Communications frequency and customer behaviour
-Peaking and troughing analysis of collections performance
-Payment types and pattern recognition
-On time payments and payplans
* Provide concepts to enhance collections performance
-Dialler campaigns
-Marketing communications
* Development and Monitor collection KPI’s (Recovery Rate, loan instalments, payplans, communications, gross efficiency etc.)
* Prepare daily, weekly, monthly, annual and other periodic reports, as well as other one-off reports for senior management;
* Support Contact Centre management, Compliance management and Senior management related issues;
Education
* Economics and maths. Economics, applied mathematics, finances, mathematical statistics.
* Social sciences. Sociology, political sciences, marketing.
* Computer sciences. Data analysis, databases, programming, information technology.
Experience
* Debt collection or unsecured lending business (loans, credit cards, lines of credit)
* E-commerce, marketing
Required hard skills
* SQL. Any dialects (MySQL, PgSQL, MsSQL). CTEs, window functions, hard queries, stored procedures.
* Mathematical statistics. Different types of distributions, correlation, regressions, hypothesis testing.
* Excel proficient level. Data sorting, data filtering, pivot tables, vlookup, SUMIF / SUMIFS, charts.
* BI tools. Desirable PowerBI
* A/B testing. Split principles, test planning, logging.
Desirable hard skills
* Python. Data analysis, pandas, numpy, scipy, statsmodels, seaborn, matplotlib etc.
* ETL processes. Airflow, Pentaho etc.
* IT understanding. Client-server processes. API. Back-end and front-end. Parsing. Algorithms and data structures.
* Management. Sprints, AGILE. Waterfall. Jira etc.
Other skills
* Required fluent English.
* Problem solving, critical thinking. Competence in cognitive biases and logical fallacies.
Job Types: Full-time, Permanent
Benefits:
* Company pension
* Employee discount
* Health & wellbeing programme
* Store discount
Please inform us if you have a disability that will require any reasonable adjustments for the interview/recruitment process or job role (working in-person from the office)
Work Location: Hybrid remote in Sheffield S1 2BJ