Collections & Recovery Complaints Analyst

Collections and Recovery Complaints Analyst The Collections and Recovery Complaints Analyst serves as a critical business-line resource responsible for identifying, investigating, and resolving issues driving escalated customer complaints, legal cases, operational losses, and regulatory risk. This role conducts in-depth root cause analysis to uncover process breakdowns, control weaknesses, and emerging risk trends, partnering across Collections, Recovery, Risk, Compliance, Legal, and Operations to develop and implement sustainable solutions. The analyst is accountable for driving corrective actions, strengthening controls, validating remediation efforts, and ensuring issues are resolved at their source to prevent recurrence. This role plays a key part in improving customer outcomes, reducing risk exposure, and enhancing operational effectiveness across the Collections and Recovery organization.

Strong interpersonal and communications skills. Proven organization skills, attention to detail, and ability to handle multiple projects simultaneously. Strong analytical and problem-solving skills ability to think critically in order to diagnose problems, determine key findings and opportunities from data, analytics and internal/external research, prioritize strategic solutions, and present clear and comprehensive recommendations to senior management. Ability to work in a fast-paced changing environment. Proficient with Microsoft Office applications; Advanced with Excel and PowerPoint.

About UsEqual Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Equal Employment and Opportunity Employer Job Applicant Data Privacy Policy Background CheckAny offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. Job InfoJob Identification 49007 Job Category Servicing & Operations Degree Level High School Graduate/GEDJob Schedule Full time Job Shift 1stLocations One Citizens Bank Way, Johnston, RI, 02919, USWorking Hours 40 Career Site Category Operations