Process Improvement Analyst

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

The Process Improvement Specialist for Auto Collections is responsible for analyzing, optimizing, and enhancing the operational efficiency of the auto collections department. This role focuses on identifying inefficiencies in collection workflows, implementing strategic improvements, and ensuring compliance with industry regulations. The specialist collaborates with cross-functional teams to drive continuous improvement initiatives that reduce delinquency rates, improve recovery outcomes, and enhance customer experience.

Essential Duties and Responsibilities:

• Creates, revises, and maintains all process changes and SOPs
• Analyze current auto collections processes and workflows to identify inefficiencies
• Develop and implement process improvement plans using methodologies like Lean, Six Sigma, or Kaizen
• Monitor the effectiveness of implemented changes and discuss strategy changes as needed
• Use data analytics to assess performance metrics and generate actionable insights
• Collaborate with IT and analytics teams to leverage automation and technology solutions
• Analyze customer accounts to identify patterns and develop strategies to improve collection rates
• Prepare regular reports on collection performance, outstanding debts, and recovery trends
• Work closely with Collections QC, operations, compliance, and customer experience teams to align process changes with business goals
• Lead change management efforts to ensure smooth adoption of new processes
• Communicate effectively with stakeholders at all levels to gain buy-in and support
• Facilitate workshops and training sessions to engage teams in improvement initiatives

Qualifications and Competencies Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• 2 years of experience in process improvement and collections.
• Strong analytical and problem-solving skills; proficiency in Nintex Process Manager, SQL, Excel, Tableau, and Power BI.
• Familiarity with Lean, Six Sigma, or other process improvement methodologies (certification preferred).
• Excellent communication and project management skills.

Education:

• Bachelor’s degree or equivalent.

Skills Required:

• Regulatory Compliance: Familiarity with FDCPA, CFPB, and other relevant regulations governing debt collection.
• Collections Strategy Development: Understanding of delinquency segmentation, recovery strategies, and customer outreach.
• Process Mapping & Analysis: Skilled in documenting workflows and identifying bottlenecks or redundancies.
• Change Management: Experience in guiding teams through transitions and ensuring adoption of new processes.
• Communication: Clear and effective verbal and written communication for reporting and stakeholder engagement.
• CRM & Collections Software: Familiarity with systems like FICO DM, FICO CCCS, Salesforce, Genesys Cloud, and similar platforms.

• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Detroit, MI; Houston, TX; Phoenix, AZ.

Qualifications Preferred:

• Proficient in SOP, Process maps and Workflow writing
• 2 Years of Auto Financing knowledge
• Strong analytic skills

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit for long periods of time, use hands and arms to operate office equipment including but not limited to a keyboard, mouse and phone, will occasionally need to reach, stoop, stand or walk. The employee must be able to see (close vision), hear, speak, and communicate verbally. The employee may occasionally lift and/or move up to 10 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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