BHG Financial

•A Business Systems Analyst acts as a bridge between business needs and IT solutions, analyzing systems and processes to recommend improvements. •This position assists with bridging the gap between analytics, operations, operations intelligence, and technology - executing business decisions and ensuring that the organization’s intelligence tools and logic models effectively enhance performance outcomes. •The ideal candidate will combine analytical and technical expertise, business acumen, and process understanding to support strategic initiatives. •Working closely with operations and cross-functional teams, the Business System Analyst helps ensure that CCMR3’s operations remain agile, data-driven, and future-focused.

• Build, optimize and maintain our digital platforms’ web analytics data and reporting. • Deliver weekly reporting and insights to leadership. • Conduct deep dives and analysis on trends and recommend optimizations to improve website performance. • Partner with our Paid Digital, Email/Direct Mail, and Analytics teams to provide insights that help improve our marketing initiatives, campaigns and customer journeys. • Optimize Adobe Analytics implementations across our websites and platforms to ensure data is accurately captured and reported.

• Build a portfolio of financial institution relationships from the ground up within an assigned territory • Drive new business development through proactive prospecting, outreach, and market penetration • Identify, target, and convert new client relationships into active, revenue-producing accounts • Establish and grow long-term partnerships with financial institutions through consistent engagement and value delivery • Lead all aspects of the sales process, including prospecting, relationship development, deal discussions, and execution • Develop deep expertise in BHG products, deal structures, and market positioning • Strategically manage territory to maximize pipeline development, coverage, and revenue opportunity • Partner cross-functionally with internal teams to deliver client outcomes • Represent BHG Financial at industry events, association conferences, and client meetings

• Design, develop, and deploy Apex classes, triggers, and batch jobs to implement complex business logic and custom workflows. • Develop and manage customer and partner portals, Salesforce Communities, and other self-service solutions. • Design, implement, and maintain APIs (REST/SOAP) for external system integrations, ensuring robust and secure communication between Salesforce and third-party applications. • Develop solutions for effective data handling, including data migration, data cleansing, and maintaining data quality in Salesforce. • Build user interfaces using Lightning Web Components and ensure smooth user experiences • Develop custom objects, fields, and relationships as needed to meet business requirements • Conduct thorough unit testing, debugging, and performance tuning of Salesforce components and integrations. • Work closely with functional teams, including Business Analysts and QA, to ensure that the developed solutions meet user requirements and business goals. • Maintain detailed documentation for customizations, workflows, and integrations for future reference and team onboarding. • Customize and configure Salesforce Communities for seamless collaboration and user engagement • Manage code versions and deployments using Copado. • Other duties as assigned.

•Conduct deep‑dive quantitative analyses to uncover trends, diagnose issues, and support strategic decisions. •Use statistical techniques and data modeling to transform raw data into meaningful insights. •Ensure data accuracy and analytical rigor across all deliverables. •Build and maintain dashboards, automated reports, and performance metrics using modern BI tools. •Translate business needs into scalable reporting solutions that improve visibility and decision‑making. •Continuously refine reporting assets for clarity, usability, and impact. •Partner with teams across operations, product, finance, and leadership to understand goals and deliver data‑driven recommendations. •Present findings in a clear, compelling way to both technical and non‑technical audiences. •Support cross‑team initiatives by aligning stakeholders around shared metrics and insights. •Identify inefficiencies in workflows, reporting processes, and data pipelines. •Lead root‑cause analyses and propose improvements that enhance operational performance. •Contribute to best practices for data quality, reporting standards, and analytical processes. •Provide informal coaching to junior analysts, helping them build technical and analytical skills. •Share tools, documentation, and best practices to elevate the team’s capabilities. •Support onboarding and knowledge‑sharing efforts.

• The Sr. Director Lead Partnerships will lead the partner management for consumer relationships with a focus on growing the program. • You will influence and develop a dynamic and in-depth partnership planning, tracking, and reporting framework to keep partners engaged. • Lead marketing activities and own marketing performance with BHG partnerships. • Develop in-depth co-marketing proposals, from concept to contract, that drive value for the company. • Identify and source third-party opportunities in partnership with colleagues on the Marketing, Sales, and Analytics Team. • Meticulously own multiple projects; ensuring clearly articulated strategies with flawless execution.

• Serve as a primary responder for Salesforce production issues, incidents, and escalations • Investigate, troubleshoot, and resolve defects across Apex, Flows, LWC, integrations, and Salesforce configuration • Perform root-cause analysis and implement permanent corrective actions to prevent recurring issues • Monitor platform health, system performance, and integration reliability • Utilize Copado AI for troubleshooting, code analysis, impact assessments, debugging, and solution recommendations • Analyze debug logs, exception logs, integration failures, governor limit violations, and automation errors • Partner closely with Business, Product, QA, and Support teams to prioritize and resolve production incidents • Develop and deploy hotfixes, patches, and stability improvements with minimal business disruption • Identify opportunities to improve platform reliability, scalability, and maintainability • Create and maintain technical documentation, runbooks, and knowledge articles for support processes • Participate in incident reviews and contribute to continuous improvement initiatives • Support release validation and post-deployment monitoring activities

• Own and lead the enterprise Business Continuity and Disaster Recovery (BC/DR) program, including strategy, governance, and execution. • Define and maintain BC/DR frameworks, policies, and standards, including RTO/RPO expectations, system tiering, and recovery strategies. • Drive enterprise-wide Business Impact Analysis (BIA) processes to identify critical services, dependencies, and recovery priorities. • Establish and oversee BC/DR testing strategy, including scenario design, execution, and continuous improvement of recovery capabilities. • Evaluate organizational resilience and identify gaps, risks, and opportunities to improve recovery readiness. • Advise leadership on resilience risks, recovery tradeoffs, and business continuity investment priorities. • Report on BC/DR readiness and testing outcomes to senior leadership and support board-level reporting. • Lead or support risk assessments for critical systems, strategic initiatives, and operational processes. • Define and evaluate risk related to policy exceptions, resilience gaps, and third-party dependencies. • Collaborate with business and technology leaders to embed resilience into operational processes and system design.

• Conduct regular monitoring and testing of operational processes, procedures, and controls to ensure compliance with established standards. Support the Organization by identifying gaps, inefficiencies, and potential risks in workflows. • Compile and analyze findings from speech analytics, compliance reviews, and QA performance evaluations. Develop clear and detailed reports on testing outcomes, findings, and recommendations for remediation or process improvements. • Partner with operational teams to discuss results, develop remediation plans, and track timely implementation of corrective actions. • Analyze trends in findings, speech analytics data and calibration outcomes to distinguish opportunities for improvement. Recommend evidence-based enhancements to testing methodologies and quality control measures that increase accuracy, efficiency and alignment with regulatory and operational priorities. • Ensure all monitoring and testing activities align with company policies, legal regulations, and industry best practices. • Maintain accurate records of testing activities, methodologies, and follow-up actions for audit and review purposes. • Escalate emerging and identified risk trends to Compliance leadership for evaluation of risk impact. • Continuously monitor regulatory developments and evolving industry best practice. Evaluate their relevance to operational workflows, compliance & QA to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms to enhance risk mitigation and strengthen operational consistency. • Use QA analytics insights to generate actionable recommendations for Operations leadership, inform education content and coaching strategies, identify behavior trends, and drive enhancements in education programs. • Work closely with various departments, including Operations, Customer Service, and IT, to foster a cohesive approach to quality assurance and compliance. Disseminate valuable insights and strategies to uplift agency-wide practices.

•Comprehensive Communication Oversight: Perform in-depth monitoring and evaluation of phone, SMS, and email communications to ensure adherence to both legal standards, such as the Fair Debt Collection Practices Act (FDCPA), the Telephone Consumer Protection Act (TCPA), client specific requirements, and internal quality benchmarks. Apply quality control measures to maintain work standards specific to the collections department’s goals. •Speech Analytics Utilization: Leverage speech analytics technology to analyze communication data, identifying patterns, compliance adherence, and areas for improvement. Utilize these insights to refine and optimize communication strategies. •Regulatory Compliance and Performance Analysis: Analyze agent interactions for compliance with applicable laws and evaluate performance metrics. Identify risks and deficiencies and recommend corrective actions to improve compliance and efficiency. •Best Practices Implementation: Keep abreast of regulatory updates and industry trends to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms. •Training Program Support: Contribute to the development and implementation of training programs based on analytics insights. Offer tailored feedback to agents and teams to bolster compliance and performance. •Quality and Compliance Reporting: Compile and analyze reports detailing findings from speech analytics, compliance reviews, and performance evaluations. Present data-driven recommendations for continuous operational improvements. •Policy and Procedure Enhancement: Collaborate in the ongoing review and refinement of communication policies and procedures, ensuring they remain relevant and effectively mitigate compliance risks. Focus on aligning quality control standards with the collections department's specific requirements. •Cross-Functional Collaboration: Work closely with various departments, including Operations, Customer Service, and IT, to foster a cohesive approach to quality assurance and compliance. Disseminate valuable insights and strategies to uplift agency-wide practices.