Consumer Operations Analyst

Responsibilities

• Develop and maintain reporting tools and monitoring outputs that proactively surface operational trends, anomalies, and risks requiring further investigation.
• Perform data querying and analysis (including SQL) to investigate findings, assess root cause, scope affected populations, and quantify borrower and operational impact.
• Translate data findings into clear recommendations — including a point of view on priority and rationale — and communicate them to the right audience in the right format based on urgency and scope.
• Design and implement solutions to operational problems, building sufficient working knowledge of relevant processes and systems to pressure test hypotheses and drive resolution independently.
• Conduct initial triage on identified issues and bring findings — with context, impact assessment, and a prioritization recommendation — to operations leadership and cross‑functional partners.
• Manage multiple concurrent work items independently; recognize when complexity or severity warrants escalation and act accordingly.
• Build and maintain documentation for processes, data definitions, reporting logic, and system functionality to support team knowledge and continuity.
• Engage stakeholders throughout the lifecycle of work — keeping the right people informed, building buy‑in, and flagging delays or scope changes proactively.
• Continuously develop proficiency in analytical and reporting tools relevant to the business and apply new capabilities to improve work output.

• 3-4 years of experience in an analytical, student loan, technical, problem‑solving or project management position.
• Experience with database concepts and a simple query language (SQL).
• Some experience with analytical tools — Power BI, Advanced Excel, etc.
• Some experience with project management on small to medium projects.
• 4‑year college degree preferred.