.Overview:As a Payments Support Manager, you will be responsible for leading a growing a team of Payment Support Specialist who support internal and external customers by fulfilling requests and resolving escalated issues, such as payment disputes and adjustments, research cases, and customer reward fulfillment. You will identify payment trends, perform root cause analysis to identify areas of growth and improvement, and establish processes to support new products. Relationship building will be key in this role as you will participate in cross-functional team to build and develop processes to better serve our customers and provide continuous feedback to business partners. This position requires strong analytical and organizational skills, with mínimal supervision in a team environment. If you're ready to join a transition team focused on delivering results and exceeding expectations with a growth mindset, this is your opportunity**Responsibilities**:- Lead team of Payment Support Specialist to meet department performance metrics, develop and maintain related procedures, and coordinate call calibrations with business partners on payment trends.- Accountable for ensuring key performance indicators are met, process controls are executed, and customer payment discrepancies are resolved.- Identify and implement change that enhances, maintains, or improves payment posting accuracy and dispute resolution times.- Investigate and resolve issues related to reconciliation of payment transactions- Partner with internal teams to create payment processing workflows within new loan origination system.- Ensures identified risks and/or problems are identified, documented and suggest process improvements.- Perform root cause analysis of payment discrepancies to determine controllable opportunities and create action plans to address process gaps.- Research and remediate high risk payment disputes or complaints- Provide payment trends and reporting to senior management- Mentor and develop team members to their full potential by displaying a servant leadership approach that promotes a cohesive and positive work environment; including expanding team at new locatio- Contribute to ongoing evolution of Oportun's products and services- Additional responsibilities assigned per business needsQualifications:- Bilingual English/Spanish Speaker Required- Minimum experience of 3 years in Management with a servant and transitional leadership style that possess the ability to effectively supervise, direct, motivate, coach and mentor people.- Experience in a combination of the following: payment processing, customer contact, customer service, administrative support, underwriting, or quality assurance- Knowledge of payment vendors and solutions such as bill pay services like pay-by-mail, electronic bank remittance, ACH, and walk-in bill pay