Business Support Analyst Account Maintenance & Operations

Business Support Analyst Account Maintenance & Operations

Location: Johnston, RI Pay Rate: $26.38/hr W2 Duration: 6 Months Work Arrangement: 100% Onsite 5 Days/Week Hours: 40 Hours/Week Schedule: MondayFriday, 8:30 AM5:00 PM

Job Description

We are seeking a Business Support Analyst to join the Consumer Specialty Operations Account Maintenance & Support team. This role provides critical operational support for loan servicing, credit card accounts, recovery operations, account maintenance, and customer-impacting activities within a highly regulated financial-services environment. The ideal candidate is a go-getter who is dependable, organized, punctual, detail-oriented, and able to manage multiple priorities while meeting strict deadlines and SLAs. The role requires strong listening and communication skills, excellent time management, and a commitment to accuracy and confidentiality. The associate will be responsible for maintaining servicing accounts and supporting loan and credit-card platforms, processing and researching incoming mail, performing quality-control reviews, and ensuring account information and documentation are accurate and properly recorded.

Primary Responsibilities

• Perform account maintenance activities for servicing accounts, loans, and credit-card accounts.
• Work within operational systems and loan/account platforms, including Debt Manager, ALS, and other systems supporting loans, credit cards, and C Pay-related processes.
• Process incoming mail as a backup to the team's mail operations, including:
  • Receive, open, sort, and categorize incoming correspondence.
  • Research documents to identify the appropriate customer/account.
  • Locate the correct account number and associated records.
  • Distribute correspondence to the appropriate internal teams.
  • Accurately document the processing and disposition of each item.
• Maintain end-of-day processing and tracking records so that the team can identify when correspondence or packages were received, processed, and distributed.
• Perform quality-control reviews of Recovery Letters and Receipts for accuracy, consistency, and compliance.
• Review customer/account information in the system of record and verify that customer names, addresses, amounts, and other account details match supporting documentation.
• Review Power of Attorney and Authorization documents received by mail, fax, or email and complete appropriate account-maintenance activities.
• Perform account tagging and maintenance to ensure customer records accurately reflect current instructions, restrictions, and account information.
• Process customer-impacting activities accurately and within established turnaround times and SLAs.
• Maintain accurate documentation and records for audit, compliance, and operational tracking purposes.
• Research account-related issues and partner with internal teams, including Collections, Recovery, Compliance, Legal, Customer Service, and other business partners, to resolve discrepancies and inquiries.
• Identify opportunities to improve processes, increase efficiency, reduce operational risk, and improve the customer experience.
• Support departmental reporting, operational objectives, and special projects as assigned.
• Handle confidential and sensitive customer and financial information in accordance with company policies and regulatory requirements.

Required Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Experience in accounting, business operations, financial services, banking, loan servicing, collections, recovery, or customer account support preferred.
• Strong attention to detail and demonstrated commitment to accuracy.
• Strong organizational and time-management skills.
• Dependable and punctual with a strong attendance mindset.
• Ability to be a self-starter/go-getter and take ownership of assigned work.
• Strong verbal and written communication skills.
• Strong listening and comprehension skills.
• Ability to manage multiple priorities in a production-driven, deadline-sensitive environment.
• Ability to consistently meet established SLAs and turnaround times.
• Proficiency with Microsoft Office, particularly Microsoft Excel.
• Strong Excel skills, including VLOOKUPs and working with data, are required.
• Ability to learn and navigate multiple operational and account-servicing systems.
• Ability to appropriately handle confidential and sensitive customer information.
• Strong research, data-entry, documentation, and problem-solving skills.

Preferred Qualifications

• Banking or financial-services experience.
• Accounting and operations experience.
• Experience supporting loan servicing or credit-card operations.
• Experience maintaining customer accounts or servicing records.
• Experience with Debt Manager, ALS, C Pay, or similar loan/account servicing platforms.
• Experience with collections, recovery operations, or customer account maintenance.
• Knowledge of regulatory, audit, and compliance requirements.
• Experience performing quality-control reviews of financial or customer documentation.
• Experience processing high volumes of correspondence or operational requests.

Training

The selected candidate will receive approximately 2 weeks of training. Initial training will include learning team processes and obtaining the required access to operational systems and platforms.

Ideal Candidate Profile

The ideal candidate is a reliable, organized, detail-oriented operations professional who arrives on time, manages their workload effectively, listens carefully, and takes ownership of their responsibilities. Someone with accounting/operations or financial-services experience, particularly exposure to loan servicing, credit cards, account maintenance, or recovery operations, will be highly preferred.