Oportun. Inc

Director/Sr. Director, Collections (for Contact Center)

Req No.
2021-10463
# of Openings
1
Remote / WFH
Yes
Job Locations
MX-GUA-Leon
Job Post Information* : Posted Date
5 months ago(7/14/2021 8:11 PM)
Category
Collections

Department Overview



Overview

We are seeking an experienced collections operations leader to deliver and manage our loss mitigation operations across our three Mexico call centers to help support our rapidly growing financial services company. Candidates must have direct management experience in the day-to-day operations management of all aspects of loss mitigation operations including early-stage collections, late-stage collections, post charge off recoveries, and handling of special situations. Ideal candidates will have extensive experience in all aspects of loss mitigation customer servicing with the ability to design and deliver world class experiences to our customers and employees and deliver superior loss mitigation performance. In this role, the candidate will be required to collaborate with operations and technology leaders as well as process engineering teams to design best in class customer experiences as well as the agent facing and customer facing systems that deliver these experiences. Extensive knowledge of US collections laws and regulations as they relate to financial services as well as demonstrated experience working with Legal/Compliance departments to implement and maintain operational process controls is required.
 

Responsibilities

  • Deliver monthly, quarterly, and annual loss mitigation plan.  Work with VP Collections to develop, implement and analyze collection results and outreach strategies.  This includes deploying new tools, omni-channel and machine learning/AI strategies and overall process re-engineering.
  • Develop and motivate internal staff by setting appropriate goals and establishing the right reward and recognition structure to retain top performers and manage performance outliers. 
  • Develop champion/challenger approach to testing new ideas and strategies to promote a constant improvement mindset.
  • Develop root cause analysis structure to correct issues/reasons for customer calls, ultimately reducing the number of customer calls by developing solution-based servicing, presenting more complete, accurate information and self-service options for borrowers.
  • Development of direct and indirect team, interviews and hiring staff while effectively managing turnover.
  • Manage operational budgets and costs.  Apply a constant improvement mindset that improves Collection’s ability to deliver better losses while driving better efficiency and customer experience.
  • Ensure controls are in place and monitored to deliver adequate internal and external audit results as well as identify action plans for self-identified gaps in processes and procedures. Manage MX training and development teams as well as policies to remain compliant and help foster the Oportun mission.
  • Partner with QA and operational control teams to deliver positive and compliant results while maintaining operational autonomy.

Qualifications

  • Relevant industry expertise in a portfolio of large-scale accounts.
  • 5+ years of experience with direct management of internal loss mitigation operations across multiple sites (Contact Center).  Candidates with US Collections experience are required.
  • Broad based knowledge of all collections and recoveries servicing and operations including applicable US regulatory requirements (this is a Must have).
  • Proven track record of developing, retaining. motivating and attracting top talent in a high-paced and fast-growing environment.
  • Data-driven strategic decision maker who can deliver on short term goals while positioning department for long-term strategic success.
  • Ability to communicate effectively with senior leadership as well as junior contact center agents.
  • Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation.
  • Candidate must be bilingual (English/Spanish) with a demonstrated ability to effectively communicate with all levels of the organization. 
  • Candidates must be able to relocate to Leon, Guanajuato.

 

#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 qualified applicants for employment opportunities without regard to race, age, color, religion, gender, caste, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.

 

We encourage you to apply for this position even if you do not match all the qualifications listed for this position. At Oportun, we will consider all experience on a candidate’s application, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

 

We will also consider those with criminal histories consistent with the requirements of applicable laws in the locations where the role will be based such as the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance when hiring for roles in locations with such laws.

 

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application process. Applicants in need of special assistance or accommodation during the application or interview process or in accessing our website may contact us by sending an email to talent@oportun.com. Please include your name and preferred method of contact in your email. Please also note that this email address is for requests for assistance only and not for the submission of applications or resumes, which will not be considered through this channel.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed