.oportun (nasdaq: oprt) is a mission-driven fintech that puts its 2.0 million 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 $16.6 billion in responsible and affordable credit, saved its members more than $2.4 billion in interest and fees, and helped its members save an average of more than $1,800 annually.
oportun has been certified as a community development financial institution (cdfi) since 2009.working at oportunworking 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.we are seeking a dynamic and goal-oriented collections senior supervisor to lead and oversee the day-to-day operations of our multistage collections process.
this role is pivotal in managing a high-performing team of supervisors and approximately 120 agents, ensuring that both operational and strategic goals are achieved.
the ideal candidate will focus on driving results through kpi's, fostering team development, and upholding oportun's core values.key responsibilitiesleadership and oversight:manage and oversee day-to-day operations across multiple stages of the collections process, including pre-collections, early-stage, late-stage, and recoveries.lead a team of supervisors to ensure alignment with company goals and optimal team performance.performance management:track and analyze key performance indicators (kpis) such as 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 and exceeded.monitor agent occupancy and utilization rates to ensure optimal productivity and identify efficiency improvements.ensure call center metrics, such as slas, abandoned rates, and outbound campaign penetration rates are met at the target levels.compliance and quality standards:take ownership of achieving quality assurance results and ensuring all calls adhere to compliance and operational standards.implement call calibration sessions to ensure negotiation call flow alignment.maintain up-to-date knowledge of legal and compliance requirements related to collection practices (e.g., fdcpa, udaap, tcpa) and ensure all team activities align with these standards.conduct regular performance reviews with supervisors and agents and establish individual and team development plans