Senior Consultant, Collections Servicing

About Cognizant Consulting
Cognizant Consulting is more than Cognizant’s consulting practice—we’re a global community of 5,000+ experts dedicated to helping clients reimagine their business. Blending our deep industry and technology advisory capability, we create innovative business solutions for Fortune 500 clients. And now, we’re looking for our next colleague who’ll join us in shaping the future of business. Could it be you?
About the role
As a Senior Consultant – Collections & Servicing (Banking & Financial Services) , you will make an impact by leading the evolution of member-facing digital servicing experiences while supporting business transformation initiatives across lending, deposits, and payments domains. You will be a valued member of the Banking & Financial Services team and work collaboratively with business stakeholders, technology teams, operations, and external partners to deliver innovative digital solutions that improve member experience, operational efficiency, and business outcomes.

In this role, you will:
Define and execute the digital product vision and servicing roadmap, aligning capabilities to business objectives including member satisfaction, operational efficiency, risk management, and revenue growth

Own and optimize borrower journeys across self-service channels, including payments, statements, payoffs, hardship assistance, and other digital servicing experiences

Lead Agile backlog management by gathering requirements, writing user stories and acceptance criteria, prioritizing work, and partnering with development teams to deliver high-quality solutions

Leverage AI-driven approaches and tools to accelerate requirements gathering, optimize SDLC processes, improve delivery efficiency, and reduce UAT effort

Utilize analytics, member feedback, operational metrics, and industry trends to drive data-informed decisions, identify enhancement opportunities, and support digital transformation initiatives across Deposits, Loans, and Payments (ACH) domains
Work model – Onsite
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring time in a client or Cognizant office in Vienna, Virginia .
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you must have to be considered

Bachelor’s degree in Business, Engineering, Technology, or a related field

Minimum 5 years of experience in Product Management, Product Ownership, Business Analysis, or Consulting within Banking, Financial Services, or FinTech environments

Strong expertise in Banking and Financial Services domains, including Deposits, Loans, Loan Servicing, Collections, and Payments (ACH)

Experience in Consumer Loan Servicing and digital customer servicing platforms

Demonstrated experience defining and delivering digital product roadmaps in Agile or SAFe delivery environments

Strong experience gathering requirements, managing product backlogs, writing user stories, acceptance criteria, and collaborating with Agile development teams

Experience working with technology teams on APIs, integrations, and digital customer journeys

Demonstrated ability to translate customer and business needs into digital solutions that improve engagement, efficiency, and overall user satisfaction

Strong knowledge of AI technologies and practical applications within banking transformation initiatives

Proven ability to leverage AI tools and AI-driven approaches to reduce requirements gathering effort, accelerate development activities, and optimize SDLC processes

Experience using AI-driven methodologies to improve testing effectiveness and reduce UAT effort

Strong analytical and problem-solving skills with the ability to use operational metrics, customer insights, and business data to drive decisions

Experience leveraging analytics tools such as Adobe Analytics, Google Analytics, Tableau, or Power BI

Proficiency with Jira, Confluence, and Agile collaboration tools

Excellent communication, consulting, stakeholder management, and facilitation skills
These will help you succeed

Experience with Salesforce Financial Services Cloud or other Salesforce products

Salesforce certifications

SAFe Product Owner/Product Manager (PO/PM) or other Product Owner certifications

Experience leading UAT activities, release planning, production validation, and change management initiatives

Experience working directly with external vendors and technology partners

Familiarity with Voice of Customer/Voice of Member programs, complaint analysis, and customer experience optimization

Experience identifying and implementing AI-enabled automation opportunities within servicing, collections, payments, and lending operations

Strong understanding of digital servicing journeys, self-service platforms, and omnichannel customer experiences

Strong customer-centric mindset with the ability to balance business objectives, risk considerations, and customer experience goals
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.