Supervisor, Collections Operations (R13291)

Описание вакансии

ABOUT OPORTUN

Oportun (Nasdaq: OPRT) is a mission-driven financial services company that puts its members' financial goals within reach. With intelligent borrowing, savings, and budgeting capabilities, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $21.3 billion in responsible and affordable credit, saved its members more than $2.5 billion in interest and fees, and helped its members set aside an average of more than $1,800 annually.

WORKING AT OPORTUN

Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups.

JOB OVERVIEW

Collections LOB primary responsibility is to collect unpaid debts on delinquent loans and provide general servicing assistance to members with an unsecure/secure personal, via outbound and inbound phone calls. This role entails managing a team of agents and ensuring team results align with the company's goals and objectives while delivering high quality results. The collections supervisor’s role is responsible for the day-to-day activity and development of a group of agents within a call center environment. This position requires a high degree of leadership, coaching and development skills and problem solving.

This position is hybrid in nature, requiring remote work and on-site presence as needed.

RESPONSIBILITIES

• Lead, coach, and develop a team of collection agents to achieve performance goals and maintain service quality.
• Track and analyze key performance indicators (KPIs), including delinquency rates, roll-back/forward rates, recovery rates, promise-to-pay conversion, tool enrollment rates, and first-call resolution rates, ensuring targets are consistently met or
• Monitor agent occupancy and utilization rates to ensure optimal productivity and identify efficiency improvements.
• Develop and implement strategies to meet KPI targets while ensuring compliance with all regulations.
• Maintain up-to-date knowledge of legal and compliance requirements (e.g., FDCPA, UDAAP, TCPA) and ensure all team activities align with these
• Conduct regular performance reviews with agents, establishing clear development
• Recognize and reward high-performing team members to foster motivation and
• Implement call calibration sessions to ensure consistency and alignment in negotiation call flows.
• Partner with the Senior Supervisor of Operations to ensure alignment with corporate policies and procedures.
• Oversee day-to-day call handling processes; step in to handle calls when

REQUIREMENTS

• Bilingual in English and Spanish (required).
• Minimum of one year’s experience in a It is a critical requirement.
• Managing and analyzing key operational metrics (collections). Is a must
• Strong instructional, facilitation, and presentation
• Proven ability to build strong working relationships and communicate effectively across all organizational levels.
• Must be a collaborative team player, able to contribute positively to group dynamics and shared goals.
• Experience using KPIs and business metrics to inform training strategies and
• Strong time management and organizational skills; must be able to work well under pressure and meet deadlines.

Required Knowledge & Skills

• Proficiency with CRM systems and accurate typing skills.
• Solid knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Strong organizational, leadership, and problem-solving abilities.

Why Join Us?

As a Collections Supervisor, you’ll have the opportunity to make a direct impact by supporting your team’s growth, improving processes, and ensuring members receive the highest level of service. If you thrive in a dynamic environment and are passionate about leading others to success, we’d love to hear from you.

We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.

California applicants can find a copy of Oportun's CCPA Notice here:  https://oportun.com/privacy/california-privacy-notice/.

We will never request personal identifiable information (bank, credit card, etc.) before you are hired. We do not charge you for pre-employment fees such as background checks, training, or equipment. If you think you have been a victim of fraud by someone posing as us, please report your experience to the FBI’s Internet Crime Complaint Center (IC3).