Department overview:
overview*:pas department will handle different types of calls depending on the situation*:
*inbound calls*
*outbound calls*
- potential customers who actively are looking for information about our products as a result of the word of mouth/recommendation of our current customers or the marketing efforts.
- current customers looking for a loan renewal
- current customer's referrals who might be interested in being an oportun customer
- potential customers included in the list provided by credit and financial entities that previously received user's authorization to share their information
*responsibilities*:
we are seeking a service coach.
the supervisor will provide support.
performance management and on-going development to agents focused on nps and customer satisfaction.
also responsible for the continuous improvement and attainment of performance results of the department.
the phone application support (pas) supervisor's responsibilities are:
oversee all required daily functions with the operations.
- set and enforce clear expectations for the team through ongoing performance discussions.
- monitor and evaluate individual and team performance against objectives.
- coordinates work activities with other supervisors, agents.
- provides coaching and feedback to team members.
supervise pas staff and leads to a positive work environment.
- prepare management reports and make presentations of results and analysis, as necessary.
the following must also be met by the pas supervisor:
drive themselves with all integrity
- contribute to reach the department goals and metrics
- adhering to all company policies and procedures
qualifications:
- bilingual skills (fluent english b2 or higher / spanish)
- outstanding problem-solving capabilities
- able to assess team member performance and implement action plans
- communicate (verbally and written) effectively with all levels within the organization and recommend improvements when necessary
- able to identify and resolve issues
- quick thinker, with an ability to understand and interpret information promptly and effectively
- organized
*required experience*:
- +6 months experience in call center\
- 2 years leadership or senior level experience.
- schedule availability
- high school diploma
*required knowledge*:
- proficiency with computers, especially with crm software, and strong typing skills.
- *internal candidates*:
- must have at least 6 months of tenure
- must not have any written warnings or unexcused abscences in the last 6 months
- must have a good performance in past 6 months
li-sg1
ind
company overview:
*about oportun*
oportun (nasdaq: oprt) is a financial services company and digital platform that provides responsible consumer credit to hardworking people in the united states.
using a.i.driven models that are built on years of proprietary customer insights and billions of unique data points, we have extended millions of loans and billions of dollars in affordable credit to consumers, the majority of whom live in low-and moderate-income communities.
since about half of our new customers come to oportun without a fico score, we play a key role in the communities we serve by being able to offer them an affordable and credit-building alternative to payday and auto title lenders.
in recognition of our responsibly designed products which help consumers build their credit history, oportun has been certified as a community development financial institution (cdfi) since 2009.
with headquarters in california and a remote-first corporate culture, our 3,000+ team members work in oportun locations and remotely throughout the united states, mexico, and india.
our global operations include our mexico contact centers and administrative offices, our india technology development center, and our us corporate, technology, and retail operations.
we feel privileged to have been named a "top workplace" by the bay area news group for three years running, one of fast company's most innovative companies in the world for 2020 and recognized as a time magazine 2018 genius company for our impact in helping to reinvent the future of lending.
for the last three consecutive years, we have been titled top workplace by the bay area news group.
*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 and our diversity, equity, inclusion and belonging council.
*we are an equal opportunity employer*
we are proud to be an equal opportunity employer and consider all q