Supervisor, Collections Operations (R13291)

ABOUT OPORTUN

Oportun (Nasdaq: OPRT) is a mission-driven financial services company that puts its 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 $21.3 billion in responsible and affordable credit, saved its members more than $2.5 billion in interest and fees, and helped its members set aside an average of more than $1,800 annually.

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.

JOB OVERVIEW

We are seeking a motivated Collections Supervisor to lead and inspire a team of agents in a fast-paced call center environment. This role is responsible for overseeing the collection of delinquent accounts on both secured and unsecured loans through inbound and outbound communications. The ideal candidate will bring strong leadership, coaching, and problem-solving skills to ensure the team consistently meets performance goals while delivering excellent service to our members.

RESPONSIBILITIES

• Lead, coach, and develop a team of collection agents to achieve performance goals and maintain service quality.

• Track and analyze key performance indicators (KPIs), including delinquency rates, roll-back/forward rates, recovery rates, promise-to-pay conversion, tool enrollment rates, and first-call resolution rates, ensuring targets are consistently met or exceeded.

• Monitor agent occupancy and utilization rates to ensure optimal productivity and identify efficiency improvements.

• Develop and implement strategies to meet KPI targets while ensuring compliance with all regulations.

• Maintain up-to-date knowledge of legal and compliance requirements (e.g., FDCPA, UDAAP, TCPA) and ensure all team activities align with these standards.

• Conduct regular performance reviews with agents, establishing clear development plans.

• Recognize and reward high-performing team members to foster motivation and engagement.

• Implement call calibration sessions to ensure consistency and alignment in negotiation call flows.

• Partner with the Senior Supervisor of Operations to ensure alignment with corporate policies and procedures.

• Oversee day-to-day call handling processes; step in to handle calls when needed.

REQUIREMENTS

• Bilingual in English and Spanish (required).

• High school diploma (or equivalent).

• Strong verbal and written communication skills.

• Previous collections experience preferred.

• Ability to work on-site at the León Mulza location, with a hybrid option (subject to recall based on business needs).

• Flexibility to work full-time, including weekends, holidays, and rotating morning/afternoon shifts.

Required Knowledge & Skills

• Proficiency with CRM systems and accurate typing skills.

• Solid knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint).

• Strong organizational, leadership, and problem-solving abilities.

Why Join Us?

As a Collections Supervisor, you’ll have the opportunity to make a direct impact by supporting your team’s growth, improving processes, and ensuring members receive the highest level of service. If you thrive in a dynamic environment and are passionate about leading others to success, we’d love to hear from you.

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).