The Phone Application Support Department (MEMBER SUPPORT) has as its 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. To ensure that we continue to provide a best-in-class service we have created a specialized team to enhance client engagement across all sites.

MEMBER SUPPORT Department will handle different types of calls depending on the situation:

INBOUND CALLS

OUTBOUND CALLS

• The client engagement team will work with the MEMBER SUPPORT team supervisors and agents to ensure that we create the right experience for clients in the following scenarios:
• Organize dynamics and promotions
• Critically evaluate calls and provide analysis, reporting, and trends
• Potential 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
• Support customers to make payments and educate them about our self-service options.

• The client engagement team will work with the MEMBER SUPPORT team supervisors and agents to ensure that we create the right experience for clients in the following scenarios:
• Organize dynamics and promotions
• Critically evaluate calls and provide analysis, reporting, and trends
• 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 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:

The Phone Application Support (MEMBER SUPPORT) Client engagement Supervisor’s responsibilities are:

• Coach and lead a team of MEMBER SUPPORT OJTs and agents for a defined group in compliance with company guidelines, and regulations to maximize revenue
• Oversee all required daily functions with the operations related to client engagement
• Set and enforce Clear Expectations for the team through ongoing performance discussions.
• Monitor and evaluate individual and team performance against objectives.
• Coordinates work activities with other supervisors, and agents.
• Provides coaching and feedback to team members.
• Assist MEMBER SUPPORT Manager / Senior Supervisor in developing and implementing strategies that lead to accomplishing KPIs around client experience across all sites
• Supervise MEMBER SUPPORT Staff and leads to a positive work environment on all sites
• Prepare management reports and make presentations of results and analysis as necessary.

REQUIRED SKILLS:

• Bilingual skills (Fluent English B2 or higher / Spanish) or working towards
• Outstanding problem-solving capabilities
• Able to assess team member performance and implement action plans
• Communicate (verbally and written) effectively with all levels within the organization and recommend improvements when necessary
• Able to identify and resolve issues
• Quick thinker, with an ability to understand and interpret information promptly and effectively
• Organized

REQUIRED EXPERIENCE:

• +6 months experience in a call center
• Leadership experience
• Schedule availability
• High School Diploma

REQUIRED KNOWLEDGE:

• Proficiency with computers, especially with CRM software, and strong typing skills.
• Proficient in Microsoft Office applications (Microsoft Outlook, Word, Excel, and PowerPoint).

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