Analyst II, ART

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

Position Summary:

At CardWorks, our mission is to provide customized and compliant servicing and asset management to our clients to produce their desired end-customer experience. The Analyst II, Collections Projects role makes it possible for employees at CardWorks to achieve that mission in their daily efforts.  This role will ensure that we are ready for our key Card Processor innovation project, Zeta, as well as other projects related to systems – e.g., Genesys - leveraged by Collections. The role will ensure we can continue to provide excellent operational services for all departments comprising the Collections BU. At CardWorks we strive to delight our customers and support our team and organization so we can achieve the desired results.  

This position is on-site and has an opportunity to work in a hybrid environment.

Essential Functions:

• Support implementation of new Card Processor functionality and identify impacts to Collections.
• Adapt existing procedures to support the new Card Processor and related technology applications.
• Participate in business requirement development with direction from Senior Collections Leaders.
• Manage multiple tasks within the assigned projects. For example, the analyst will have oversight of systems leveraged by Collections. After performing related analysis, the analyst will recommend changes and later help to facilitate and implement those changes. Attend, facilitate and provide minutes for project meetings. Understand and communicate business unit KPI’s and drive process improvement.
• Train users when changes are implemented or when training is otherwise necessary.
• Act as liaison between Collections and I.T. by assigning different roles and access levels. May perform administrative work in Zeta and other systems.
• Establish communication channels, for example, Teams and SharePoint, for project updates, test design and results and related documentation. 
• Assist in project management and complete all directives issued by Sr. Management while keeping them abreast of departmental information via frequent status updates and informal discussions. Manage a range of projects assigned.
• Ensure the department’s adherence to all rules and regulations including FDCPA and other regulatory requirements.
• Performs other duties as assigned.

Education and Experience:

• Bachelor’s degree in business administration or related field required; four (4) years of related experience in lieu of required degree.
• Four (4) years of working experience in Collections or Contact Center Technology Management preferred.

Summary of Qualifications:

• Technical knowledge of Card Processors and related call center technology.
• Business requirement and testing background.
• Adequate verbal communication and interpersonal communication skills.
• Time management and project management skills.
• Skilled in reading reports to understand and evaluate performance outcomes.
• Process management and analytical skills are vital to success.
• Ability to work under pressure; flexibility and willingness to work at a fast pace.
• Ability to follow and coordinate complex project plans.
• Ability to communicate with others and to assimilate and understand information, in a manner consistent with essential job functions.
• The ability to multi-task is essential.

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location. Our benefits offerings include medical, dental, vision, life insurance, 401(k) plan with company match, paid vacation time, sick time, as well as other benefits and programs to meet the needs of our employees. Further details will be shared during the interview or offer process, as appropriate and applicable.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s personal credit history, drug testing, and employment/personal references.