.Oportun (Nasdaq: OPRT) is a digital banking platform that puts its 2.2 million members' financial goals within reach. With intelligent borrowing and savings, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $17.8 billion in responsible and affordable credit, saved its members more than $2.3 billion in interest and fees, and helped our members save an average of more than $1,800 annually. For more information, visit Oportun.Com.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.The Phone Application Support Department (PAS) has as objective to establish contact with current and potential customers to process their loan applications through the department itself by phone, as a better alternative to the applications made in the store locations by letting them know about the benefits of our financial products and the phone applications.PAS Department will handle different types of calls depending on the situation:INBOUND CALLSOUTBOUND CALLSPotential 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 and potential customers requesting follow up on their applications.Current and potential customers that filled out an application for a loan that was not completed and may need assistance depending on their individual situation (customer no longer needs the money, does not know how to use the platform…).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 ongoing 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:Coach and lead a team of Phone Application Support agents for a defined group in compliance with company guidelines, regulations in order to maximize revenue.Oversee all required daily functions with the operations.Set and enforce clear expectations for the team through ongoing performance discussions
