Oportun. Inc

Manager/Senior Analyst, Business Analytics – Collections

Req No.
2021-10968
Department
Data & Analytics
Type
Regular Full-Time
Remote / WFH
Yes
Job Locations
US-CA-San Carlos

Company Overview

ABOUT OPORTUN

Oportun (Nasdaq: OPRT) is a financial services company and digital platform that provides responsible consumer credit to hardworking people in the United States. Using A.I.-driven models that are built on years of proprietary customer insights and billions of unique data points, we have extended millions of loans and billions of dollars in affordable credit to consumers, the majority of whom live in low-and moderate-income communities. Since about half of our new customers come to Oportun without a FICO score, we play a key role in the communities we serve by being able to offer them an affordable and credit-building alternative to payday and auto title lenders. In recognition of our responsibly designed products which help consumers build their credit history, Oportun has been certified as a Community Development Financial Institution (CDFI) since 2009.

 

With headquarters in California and a remote-first corporate culture, our 3,000+ team members work in Oportun locations and remotely throughout the United States, Mexico, and India.  Our global operations include our Mexico contact centers and administrative offices, our India technology development center, and our US corporate, technology, and retail operations.

 

We feel privileged to have been named a “Top Workplace” by the Bay Area News Group for three years running, one of Fast Company’s Most Innovative Companies in the World for 2020 and recognized as a TIME Magazine 2018 Genius Company for our impact in helping to reinvent the future of lending. For the last three consecutive years, we have been titled Top Workplace by the Bay Area News Group.

 

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 and our Diversity, Equity, Inclusion and Belonging Council.

 

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

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, caste, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.

 

We encourage you to apply for this position even if you do not match all the qualifications listed for this position. At Oportun, we will consider all experience on a candidate’s application, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

 

We will also consider those with criminal histories consistent with the requirements of applicable laws in the locations where the role will be based such as the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance when hiring for roles in those cities.

 

We are committed to providing reasonable accommodation for qualified individuals with disabilities in our job application process. Applicants in need of special assistance or accommodation during the application or interview process or in accessing our website may contact us by sending an email to talent@oportun.com. Please include your name and preferred method of contact in your email. Please also note that this email address is for requests for assistance only and not for the submission of applications or resumes, which will not be considered through this channel.

Department Overview

Risk Management at Oportun:

We are building a world-class team of fun, entrepreneurial risk managers who want to innovate, truly help people, and build a great company.  Be part of the team responsible for developing and enhancing Oportun’s overall collections and customer engagement strategy.  In this role you will drive improved efficiency while enhancing overall customer experience by leveraging advanced data analytics to segment Oportun’s customer base to determine the optimal engagement strategy.  This is an exciting opportunity in a fast-paced organization where your contributions can have a meaningful impact on driving efficiency and customer satisfaction.

Overview

As a Manager of Collections Analytics you will work on analytics, strategy and new capability build for Collections customer engagement strategies.  You will partner closely with cross functional teams to transform Oportun’s omni-channel customer engagement capabilities leveraging technology, effective marketing and analytics. You will help improve customer engagement and resolution rates across multiple channels by leveraging models and analytics to determine the optimal communication strategy across numerous channels, i.e. mobile, web, chat, phone, email, social media, etc. This is a highly visible role that will help ensure Oportun continues to meet its credit loss and servicing cost targets, which are the largest cost components of Oportun’s P&L, while delivering an excellent customer experience. 

Responsibilities

  • Increase customer engagement and operational efficiency by optimizing channel contact strategy across numerous communication channels
  • Work with Data Science team to build predictive behavior scoring and test strategies via champion/challenger tests
  • Gain deep understanding of the collections portfolio and conduct insights driven analytics to identify areas of improvement
  • Optimize loan-level NPV and mitigate losses while enhancing customer engagement by developing effective segmentation and customer engagement strategies
  • Develop and maintain operations and management reporting for all Collections KPI’s
  • Support capacity planning and staffing forecast for a rapidly growing Collections team spread across multiple call centers
  • Support operations and proactively solve problems
  • Partner with engineering team to build new system enhancements

Qualifications

  • 4+ years of experience in an analytical role in the financial services industry
  • Advanced SQL skills, familiar with Python, SAS and reporting automation programs.
  • Advanced Microsoft Excel and PowerPoint skills
  • Exceptional problem solving and analytical skills with the ability to maintain the highest standard of integrity, accuracy and precision
  • Excellent written and oral communication skills
  • Experience managing projects across multiple departments, including the ability to plan, organize and execute the operational aspects of a strategy change
  • Strong interpersonal and relationship building skills needed to manage partnerships with internal teams and external vendors
  • Bachelor’s Degree in Engineering, Mathematics, Statistics, Economics, Finance, or other analytical discipline. Master Degree preferred. 

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