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 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.

Consumer Operations Analyst

Key skills