Sr Supervisor Collections

ABOUT OPORTUN

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 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.

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 responsibilities

Leadership and Oversight:

• Manage and oversee day-to day- operations across multiple stages of 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 indications (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 meet 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 meet 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.

Team development:

• Conduct regular performance reviews with supervisors and agents and stablish individual and team development plans.
• Recognize and reward high performing team members to foster motivation and engagement.
• Build a positive, value´s -driven team culture that encourages collaboration, accountability, and professional growth.

Soft skills

• Demonstrates a relentless focus on achieving results and exceeding KPI's.
• Strong ability to mentor, coach and grow team members to reach their full potential.
• Adaptability thrives in a fast-paced, dynamic environment with shifting priorities.
• Excels at analyzing complex situations and implementing effective solutions.
• Exceptional communication skills to effectively convey expectations, motivate teams, and collaborate across all organizational levels.
• Ability to think critically and anticipate future needs to optimize processes and achieve objectives

Qualifications

• 2 plus years of experience in supervisory or management role overseeing multiple teams with a proven track record of positive business impact.
• 2-5 years of experience in collections or related field is desired.
• English fluency is a must, at least B2 English proficiency.
• Computer literate and software savvy.
• Proficient in Microsoft Office Word, Excel, PowerPoint.
• Availability to work full time, including weekends and holidays.
• Must be able to work in a hybrid environment, working remotely and from Leon office location.

#LI-ONSITE

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).