Sr. Manager, Collection Analytics (R12093)

ABOUT OPORTUN

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 .

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.

POSITION SUMMARY

As a Sr. Manager of Collections Analytics, you will work on analytics, strategy and new capability build for Collections operations and contact centers. You will partner closely with cross functional teams to transform Oportun’s customer engagement capabilities leveraging technology, automation, and analytics. You will help improve customer engagement and resolution rates across multiple channels by leveraging models and analytics to determine optimal servicing strategies across numerous channels (call, two-way SMS, chat) and products (loans & credit cards). This is a highly visible role that will help ensure Oportun continues to meet its credit loss and servicing cost targets, while delivering an excellent customer experience. This is a leadership role; you will work with a team of highly skilled analysts and also help to recruit talent to grow the team over time.

ROLE DESCRIPTION

• Develop automated reporting for Collections & Customer operations
• Set up new controls and help to automate existing control processes
• Support with database and new infrastructure and platform migration for the team
• Optimize contact center goals, incentives, and processes in order to increase customer engagement and operational efficiency, while mitigating credit losses
• Work with business partners to design and analyze champion / challenger tests
• Develop a root-cause analysis framework to identify & address reasons for customer calls, driving reduced call center volumes
• Support capacity planning and staffing forecasts for a rapidly growing Collections and Customer team spread across multiple contact centers
• Cultivate relationships with Business Leaders across the organization (Inhouse & Outsourced) to gain a broad understanding of data needs – and advise, influence, and win support for strategic data initiatives
• Gain deep understanding of the collections portfolio and conduct insights driven analytics to identify areas of improvement
• Partner with Operations team to proactively solve problems
• Partner with engineering team to build new system enhancements
• Mentor, lead, motivate and care for members of your analytics team

REQUIRED QUALIFICATIONS

PREFERRED / NICE-TO-HAVE SKILLS / EXPERIENCE

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 : .

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