Senior Analyst, Collections Communications

GENERAL FUNCTION

Join a high-impact, fast-paced FinTech environment where your expertise in data analytics and passion for customer-centric communication can significantly influence business performance. As a Senior Analyst - Collections Communications, you will play a pivotal role in shaping how Momentum engages with customers throughout the collections journey. You will develop, evaluate, and optimize communications strategies to reduce losses, improve contactability, and deliver experiences that reinforce trust, even during difficult financial conversations.

This role combines quantitative rigor with creative communication thinking-perfect for someone who thrives at the intersection of data science and human behavior.

DUTIES/RESPONSIBILITIES

• Strategic Development: Design and continuously optimize customer communication strategies within the Collections function. Focus on driving improved recovery rates, reducing delinquency, and enhancing the customer experience.
• Analytical Leadership: Apply advanced analytics to evaluate communication effectiveness across channels (email, SMS, outbound call, IVR, etc.) and customer segments.
• Cross-Functional Collaboration: Partner with data scientists, product managers, engineers, and operations teams to ensure strategies are aligned with system capabilities and customer lifecycle insights.
• Innovation & Experimentation: Develop and test new messaging approaches, leveraging A/B and multivariate testing frameworks to identify high-performing solutions.
• Strategy Execution: Oversee implementation of strategy changes, monitor outcomes, and recommend iterative improvements.
• Insight Delivery: Translate complex data into clear, actionable insights and recommendations for senior leadership.
• Compliance & Governance: Ensure communication strategies are compliant with regulatory and legal requirements while maintaining a customer-first approach.
• Tool Enhancement: Contribute to the evolution of the collections analytics platform by integrating communication-specific KPIs and feedback loops.

EDUCATION

• Bachelor’s or master’s degree in a quantitative or analytical field such as Data Science, Mathematics, Statistics, Computer Science, Economics, Marketing Analytics, or a related discipline.

EXPERIENCE

• 4+ years of experience in Financial Services, preferably in Credit Risk, Customer Communications, or Strategy roles.
• Hands-on experience designing and executing customer messaging strategies, ideally within a collections or servicing context.
• Strong analytical skills with proficiency in tools like SQL, Python, SAS, or R.
• Familiarity with CRM tools, digital engagement platforms, and customer segmentation methods.
• Demonstrated success managing communication strategy lifecycle stages: Ideation, Design, Execution, and Monitoring.
• Working knowledge of collections operations and regulatory frameworks is highly advantageous.

SKILLS

• Strong Excel and PowerPoint skills.
• Comfortable working with data visualization tools (e.g., Tableau, Power BI).
• Exceptional written and verbal communication skills.
• Strong business acumen with the ability to balance customer empathy and financial performance.
• Ability to distill complex data into simple narratives for both technical and non-technical audiences.
• Autonomous and self-driven, yet a team player.
• Highly curious, adaptable, and committed to continuous improvement.
• Proven ability to manage and influence stakeholders in a matrixed environment.
• Bonus: familiarity with machine learning applications in contact optimization or NLP for message testing.