Oportun. Inc

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- Identify, Learn and Support for appropriate hardware and any authorized desktop software. - Perform post-resolution follow ups to ensure fulfillment. - Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls. - Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed. - Attend incoming requests and issues via all approved communication channels to ensure courteous, timely and effective resolution. - Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution. - Being accountable for resolving the outage via workaround or permanent fix. - Racking project milestones, maintaining client correspondences, managing project scope, leading process design improvements, conducting system integration and undertaking project analysis.
Req No.
2022-11682
Department
Information Technology
Remote / WFH
Yes
Location
MX-GUA-Leon
Type
Regular Full-Time
- Determines cost of operations by establishing standard costs; collecting operational data. - Identifies financial status by comparing and analyzing actual results with plans and forecasts. - Guides cost analysis process by implementing policies and procedures; providing trends and forecasts; explaining processes and techniques; recommending actions. - Improves financial status by analyzing results; monitoring variances; identifying trends; recommending actions to management. - Analyzes and detects discrepancies in transactions by comparing data and requesting the proper correction. - Maintains database by entering, verifying, and backing up data. - Protects operations by keeping financial information confidential. - Contributes to team effort by accomplishing related results as needed. - Prepares reports and projections based on this analysis. - Provides assistance to the direct report Manager in any other related task  
Req No.
2022-11660
Department
Operations Support Group
Remote / WFH
Yes
Location
MX-GUA-Leon
Type
Regular Full-Time
- 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  
Req No.
2022-11633
Department
Collections Analytics
Remote / WFH
Yes
Location
US-CA-San Carlos
Type
Regular Full-Time
- 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 operations and proactively solve problems - Partner with engineering team to build new system enhancements
Req No.
2022-11632
Department
Collections Analytics
Remote / WFH
Yes
Location
US-CA-San Carlos
Type
Regular Full-Time
These are the key points that a supervisor should be aware based on agent performance. - Is highly efficient in tasks defined by strict, structured, and critical processes. - Provide Feedback, coaching and keep the communication with the agent - Assist with any doubt referred to the process or product. - Lead with the example - Is acutely structured, analytical, and focused due to the sensitive information and documents that will continuously review in accordance with operational and risk policies and regulations. - The main responsibilities are mostly back-office activities that do not require direct interaction with customers but is aware of the synergy among other departments to achieve the expected outcomes. - Must have access to sensitive personal applicant’s information to identify and confirm the data and application requirements (i.e., proof of income, proof of address, proof of identity and/or any supporting documents) are accurate in order to process and complete the loan application process. - Shall uphold high standards of efficiency and productivity that will strive to carry out the tasks faster and advance possible operational improvements. - The agent interprets and aligns to processes, guidelines and has excellent execution. - Resolve appropriate course of action whether the application has got to be bounced to ask for more support documentation, raise to high-risk group or recommend approval - Fulfill system questionnaires based on the applicant’s documentation - Assessment and review of documents for all loan and support documentation - Perform the data entry checker duties ensuring that it is entered with all required details to ensure data integrity - Identify any suspicious applicants or fraudulent documents
Req No.
2022-11631
Department
Operations
Remote / WFH
No
Location
MX-GUA-Leon
Type
Regular Full-Time
These are the key points that a supervisor should be aware based on agent performance. - Is highly efficient in tasks defined by strict, structured, and critical processes. - Provide Feedback, coaching and keep the communication with the agent - Assist with any doubt referred to the process or product. - Lead with the example - Is acutely structured, analytical, and focused due to the sensitive information and documents that will continuously review in accordance with operational and risk policies and regulations. - The main responsibilities are mostly back-office activities that do not require direct interaction with customers but is aware of the synergy among other departments to achieve the expected outcomes. - Must have access to sensitive personal applicant’s information to identify and confirm the data and application requirements (i.e., proof of income, proof of address, proof of identity and/or any supporting documents) are accurate in order to process and complete the loan application process. - Shall uphold high standards of efficiency and productivity that will strive to carry out the tasks faster and advance possible operational improvements. - The agent interprets and aligns to processes, guidelines and has excellent execution. - Resolve appropriate course of action whether the application has got to be bounced to ask for more support documentation, raise to high-risk group or recommend approval - Fulfill system questionnaires based on the applicant’s documentation - Assessment and review of documents for all loan and support documentation - Perform the data entry checker duties ensuring that it is entered with all required details to ensure data integrity - Identify any suspicious applicants or fraudulent documents
Req No.
2022-11630
Department
Operations
Remote / WFH
No
Location
MX-GUA-Leon
Type
Regular Full-Time
- Ensure timely completion of all project milestones while keeping all involved teams and stakeholders informed - Design, launch, and analyze digital marketing experiments and if applicable scale said experiments into mature evergreen campaigns - Grow digital channels to scale our multiple products (credit card, new state expansion) - Support ongoing analysis of business & marketing performance required to inform company level decisions on a regular basis - Build and maintain reporting, dashboards, analysis and models required to sustain and hit current company KPIs - Comfort with data, solve non-routine analysis problems, applying advanced analytical methods as needed.
Req No.
2022-11628
Department
Marketing & Branding
Remote / WFH
Yes
Location
US-CA-San Carlos
Type
Regular Full-Time
- Work with engineering and business leaders to identify the compliance related requirements for enhancements to be made to the Loan Management System and/or to evaluate several vendor solutions to determine which one is appropriate for Oportun. - Assist in the development of business requirements around compliance with federal and state lending laws for the implementation and/or enhancement of the Loan Management System. - Provide guidance on test cases as it relates to User Acceptance Testing on compliance requirements pre-production. - Conduct post-production testing to ensure functionality is adequate. - Serve as key compliance contact to answer compliance related questions and be on project teams for collections and servicing business units. - Review servicing and collections scripts, procedures, training, and process changes. - Partner with the Compliance Monitoring and Testing Team to create a risk-based approach to collections monitoring. - Partner with the business on the automation of compliance monitoring. - Assist in the development of control automation. - Develop innovative and creative recommendations for correcting unsatisfactory conditions and improving operations. - Address test/risk assessment findings to assure implementation of agreed remediation measures. - Support the design of an effective quality assurance program for servicing and collections. - Perform special projects, reviews and other duties as assigned.
Req No.
2022-11610
Department
Enterprise Risk and Compliance
Remote / WFH
Yes
Location
US-CA-San Carlos
Type
Regular Full-Time
Candidate’s responsibilities include, but are not limited to the following: - Assist with the monthly financial close and reporting process and will be responsible for recording of journal entries including: - Standard general ledger entries - Recording of unique transactions - Variance analysis and explanations. - Prepare prepaids and other liabilities related schedules in support of monthly financial statements. - Complete monthly reconciliations for all assigned balance sheet accounts. - Prepare of other assets, other liabilities, prepaid related schedules as needed for external audit and reporting purposes. - Preparation of detailed flux analyses detailing month-over-month and actual versus actuals, and actual versus budget. - Evaluate current internal accounting and reporting process for potential improvements through automation and implement enhancements. - Assist with ad hoc accounting/finance projects as needed.
Req No.
2022-11608
Department
Accounting Operations (US)
Remote / WFH
Yes
Location
US-CA-San Carlos
Type
Regular Full-Time
- The member of the End User Services team is responsible for handling requests to resolve incidents related to the technical equipment used within the contact centers. - Carry out implementation projects corresponding to new software and hardware technologies. - Prioritize the level of importance and urgency for the attention of incidents. - Establish and maintain strong working relationships with other teams and the business. - Excellent communication to lines of business regarding status and updates to action items as Requests / Incidents / Projects. - Proactive review of Incident trends to identify opportunities for improvements.
Req No.
2021-11592
Department
Information Technology
Remote / WFH
Yes
Location
MX-GUA-Leon
Type
Regular Full-Time
- Support for computer hardware and any authorized desktop software - When the restoration of service is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members with proper/required documentation. - Develop trends by monitoring and analyzing incoming calls, problems and support requests - Attend incoming requests and issues via all approved communication channels to ensure courteous, timely and effective resolution. - Logging of each request or incident into ServiceNow - Correct categorization and prioritization of tickets according to Priority Matrix - Identify and learn appropriate software and hardware, used and supported by the organization - Perform post-resolution follow ups to ensure fulfillment. - Reinforce SLAs to manage end-user expectations
Req No.
2021-11591
Department
Information Technology
Remote / WFH
Yes
Location
MX-GUA-Leon
Type
Regular Full-Time
what we’re looking for in an ideal candidate: It should be noted that this role’s primary focus is on the Atlassian stack (Jira, Confluence, & Bitbucket); however, the ideal candidate should be open and flexible enough to pick up new / existing technologies outside of the Atlassian scope (if needed).   This Atlassian Team Lead should have hands-on experience in multiple roles within the Atlassian stack, is someone who still enjoys keeping their hands on the technology, is passionate about the stack and is a positive team lead / thinker / doer.   Stack Management – 20% - Works with Technology Operations leadership to manage a fully performant and operational Atlassian stack - Partners with Oportun's Business & IT teams to analyze, recommend, and propose value driven solutions - Creates, manages, and prioritizes, requirements / functional specifications, and other supporting documentation for new product / applications implementations, enhancements, and / or BAU work items (often writing these when needed & resources are unavailable) - Ensures work delivered by the Atlassian team: - is value-driven, has a purpose, will make a difference, reduces cost, eliminates technical debt, etc. - promotes simplification, accuracy, efficiencies, and increased productivity for users - follows best practices, recommendations, and industry standards - Provides end to end support during all implementations, upgrades, and decommissions - Partners with teams to provide training, guidance, direction, support, and technical assistance - Supports regulatory, compliance, legal, and security efforts to ensure a fully controlled, governed, and secure Atlassian stack - Ability to prioritize work across multiple projects and handles multiple deliverables simultaneously - Collaborates with cross-functional teams to complete deliverables on-time, within budget, and scope - Ability to track work items effectively & efficiently, and comfortable driving ownership across the team - Participates in developing strategy documents (business cases, ROI analysis, etc.) - Performs systems analysis, architectural reviews, development tasks, technical assistance, solution reviews, peer reviews, etc. - Can wear multiple hats, operate in another role, and / or perform the duties of: Systems Administrator, Software Engineer (Developer), Technical Support (as needed, when resources are unavailable) Team Leadership – 15% - Supervises & mentors a diverse team in delivering, maintaining, and supporting the Atlassian stack - Conducts daily, weekly, ad-hoc team / project meetings (as needed) - Reviews and executes project initiatives, conducts code reviews and promotes best practices - Oversees work performed by other teams’ technical resources to ensure compliance of application & architecture guidelines, governance, standards, best practices, etc. - Communicates effectively with senior leadership in all forms of communication channels - provides timely status reports, team focused updates, project specific reporting, etc. - stack metrics, application metrics, usability trends, etc. - Participates in annual / mid-year performance reviews, recommends candidates for promotion, and manages performance improvement plans (as necessary) - Performs daily, weekly, quarterly, and annual administrative tasks around team management - Participates in recruiting efforts to fill individual positions and selects candidates for hire - Fosters career development and works with team members on professional growth Development – 60% - Jira - Assist users with Jira configuration and customization requests while adhering to established best practices. - Design, develop and manage Jira configuration tasks (Schemes - screen /permission/security/notification, issue types, custom fields, field security, projects, workflows, filters, reports, dashboards, user management, integrations, add-ons, etc.). - Develop, maintain, and troubleshoot complex Jira JQL (Jira Query Language), custom dashboards, filters, and solve other escalated issues. - Develop, test, and implement integrations between other organizational applications (e.g. ServiceNow, Microsoft Teams, etc.) and other internal systems (Jenkins, CI/CD, New Relic, Sumo Logic, etc.). - Confluence - Assist users with Confluence configuration and customization requests while adhering to established best practices - Design, develop and manage Confluence configuration tasks (spaces, pages, permissions, restrictions, user management, integration, add-ons, security, etc.). - Develop, maintain, and troubleshoot user macros, blueprints, and templates. - Content management skills using standard methodologies, page architecture, structures, etc. Support – 5% - Provides level 2 & 3 support; resolves incidents / requests in a timely manner - serves as point of escalation and determines appropriate resources / actions for resolution - Ability to perform technical analysis and troubleshoot - Partners with teams to provide training, guidance, direction, support, best practices, and technical assistance as needed - Creates documentation to describe system processes, operating procedures, user guides, best practices, and training material as appropriate Other - Demonstrates comfort with ambiguity and organizational change; open and flexible to increasing responsibilities (including those outside of the Atlassian scope) - Assumes project management tasks as assigned by Manager - Has the desire to learn and embrace new and emerging technologies that align with and / or complement the Workforce Collaboration portfolio (including those outside of Atlassian scope) - “Can do” attitude that’s confident enough to stretch the boundaries of ‘comfort’ to follow direction, apply new strategies, methodologies, standards, technologies, and / or processes - Establishes professional relationships with business / IT users to enhance their experiences, building trust, and a good working environment - Provides timely (in-person/remote) support responses to customers, colleagues, peers, and leadership on a regular basis for specific and general questions/issues - Operates with a calm and level-headed demeanor during stressful situations and demonstrates a sense of accountability when appropriate - Ability and drive collaboration with team members to research, design, develop, and implement capabilities, features, and enhancements - Ability to influence, guide, and reinforce the adoption of standards and processes - Follow organizational and Agile standards/methodologies (Scrum/Kanban - sprint planning, retrospective, backlog, daily scrum, etc.) - Adhere to Change Management, Security, Compliance, Legal and Other policies, procedures, and protocols - Understand the importance of ensuring PII and other data is treated seriously and secured at the highest levels
Req No.
2021-11590
Department
Information Technology
Remote / WFH
Yes
Location
MX-GUA-Leon
Type
Regular Full-Time
- Design of reporting of results, management indicators, operational and strategic. Plan and execute the study of improvements within different teams. - Develop strategies, extraction, analysis, and communication of information of the company at different levels of decision. (company / executive / operations) - Participate in monitoring and measuring the satisfaction of the need for information internal and external users - Develop and implement solutions for the analysis of information concerning the company. - Establish audit activities derived to the implementation of changes or product for different operations. - Generate and present relevant information that contributes to the development of services provided by the company - Assist management and / or creation of key risk identification and controls information and associated processes information. - Experience and total focus to follow up of projects, dependences, and performance reports derived for these implementations.  ADDITIONAL COMMENTS performs special projects, participating or acting as project manager and additional duties and responsibilities as required. Where applicable and when performing the responsibilities of the job
Req No.
2021-11584
Department
Operations Support Group
Remote / WFH
Yes
Location
MX-GUA-Leon
Type
Regular Full-Time
- Create reports for assisting management in identification of risks, controls, and associated processes. - Supports Operations with maintaining operational KPI’s monitoring - Creates dashboards for individual and group performance to show business efficiency - Participates in meetings to improve efficiencies in procedures. - Performs improvements to current reports. - Performs special projects and additional duties and responsibilities as required. - Assist management in identification of reporting risks and controls and associated processes. - Ensures key regulatory timelines and required documents, controls and processes are tested. - Perform analysis to determine improvement areas and recommend action(s) to improve performance.
Req No.
2021-11583
Department
Operations Support Group
Remote / WFH
Yes
Location
MX-GUA-Leon
Type
Regular Full-Time
- Define research needs to inform key business initiatives. Some focus areas include brand tracking, consumer segments and profiling, research-informed product development and positioning - Uncover compelling insights to continuously refine the understanding of our customer and target audience - Synthesize research findings into insightful observations with clear, actionable business implications and strategic recommendations, working closely with stakeholders, and ensuring that product roadmaps are aligned with customer needs and feedback, supporting customer acquisition and retention - Build strong relationships with business partners to understand their challenges and priorities, define research roadmaps, and drive actions through insight - Regularly present and communicate findings to senior leadership in a clear and compelling way. Lead discussions that help inform decision-making across the business - Manage preferred vendor relationships with research agencies and/or Oportun’s customer-facing Survey Program - Serve as a leader contributing to the development and growth of the team, sharing best practices and mentoring team members
Req No.
2021-11582
Department
Marketing & Branding
Remote / WFH
Yes
Location
US-CA-San Carlos
Type
Regular Full-Time
- Using a digital first mindset, design and implement business strategies, plans and procedures aligned with a high growth business and a focus on customer experience, digital adoption, omni-channel service delivery, and product and geographic expansion - Set comprehensive goals for performance and growth aligned with corporate strategic plan. - Establish policies, procedures and management routines that promote company culture, vision, and engagement - Oversee and deliver daily operational excellence while effectively collaborating cross functionally - Full leadership responsibility for the operations team, including workforce management, employee NPS, and management of headcount, budget and planning, performance evaluation, compensation, and hiring - Use complex and well-defined analytics and data to evaluate areas of opportunity and overall performance of the team - Build organizational structure and talent management to scale for growth and differentiating service delivery - Participate in growth expansion activities (investments, acquisitions, corporate alliances etc.) - Own Policy development, modification and implementation for Operations policies; review other policies that require Operations sign off - Partner with control and compliance partners on ensuring a well-controlled operating environment and actively participate in internal audits and external regulator exams as needed
Req No.
2021-11581
Department
Operations
Remote / WFH
Yes
Location
US-TX-Frisco
Type
Regular Full-Time
- Help lead a security service pod within Oportun’s Security organization - Build a high performing team that deliver solutions to reduce risk, protect the business and enable growth - Work with our Security functional leaders to fulfill our roadmap while delivering data driven security services to our internal customers - Collect, analyze and report on security metrics using continuous automation - Enable an agile and frictionless organization by demonstrating agile behaviors - Provide security subject matter expertise to diverse teams through security consultation for risk analysis, remediation and solution development for countermeasures - Align technical and operational compliance with Information Security policies, standards, and guidelines across the enterprise - Foster a team culture that models inclusivity, diversity, transparency and delivery excellence
Req No.
2021-11579
Department
Security
Remote / WFH
Yes
Location
US-CA-San Carlos
Type
Regular Full-Time
- Help lead a security service pod within Oportun’s Security organization - Build a high performing team that deliver solutions to reduce risk, protect the business and enable growth - Work with our Security functional leaders to fulfill our roadmap while delivering data driven security services to our internal customers - Collect, analyze and report on security metrics using continuous automation - Enable an agile and frictionless organization by demonstrating agile behaviors - Provide security subject matter expertise to diverse teams through security consultation for risk analysis, remediation and solution development for countermeasures - Align technical and operational compliance with Information Security policies, standards, and guidelines across the enterprise - Foster a team culture that models inclusivity, diversity, transparency and delivery excellence
Req No.
2021-11578
Department
Security
Remote / WFH
Yes
Location
US-CA-San Carlos
Type
Regular Full-Time
- WF Analyst is on charge of the real time KPI’s monitoring - Generates intraday reports. - Oversee the off-phone activities - Adjust schedules in the short term - Approve time off requests - Maintain in control the performance indicators such: - POCC% - SVL - Abandon rate - Coordinate BPO’s coverage. - Perform special projects and additional duties and responsibilities as required.  
Req No.
2021-11569
Department
Operations Support Group
Remote / WFH
Yes
Location
MX-GUA-Leon
Type
Regular Full-Time
- Create reports for assisting management in identification of risks, controls, and associated processes. - Supports Operations with maintaining operational KPI’s monitoring - Creates dashboards for individual and group performance to show business efficiency - Participates in meetings to improve efficiencies in procedures. - Performs improvements to current reports. - Performs special projects and additional duties and responsibilities as required. - Assist management in identification of reporting risks and controls and associated processes. - Ensures key regulatory timelines and required documents, controls and processes are tested. - Perform analysis to determine improvement areas and recommend action(s) to improve performance.
Req No.
2021-11566
Department
Operations Support Group
Remote / WFH
Yes
Location
MX-GUA-Leon
Type
Regular Full-Time