Oportun. Inc

Customer Experience Specialist

Req No.
2017-5281
Department
Operation Control Management
Type
Regular Full-Time
MX-GUA-Leon

Overview

Oportun is a financial technology company founded in 2005. Our mission is to provide affordable loans that help people with little or no credit history establish credit and build a better future. Oportun uses advanced data analytics and technology to “score” and lend money to individuals with limited credit history that other lenders consider “unscorable.”  

  

In recognition of Oportun’s goals of increasing economic opportunity for our clients, promoting community development, and serving low-income or underserved communities, Oportun was certified by the United States Department of Treasury as a Community Development Financial Institution or CDFI. 

 

At Oportun, everything we do reflects our corporate values of Service, Care, Innovation, Courage, Excellence, and Empowerment.

 

Oportun is a great place to work if you are as enthusiastic about helping others as you are about your own professional development and career. As our CEO Raul Vazquez says, “Earning a paycheck to support yourself and your family is critical. Satisfying career ambitions is rewarding. But there is no greater privilege than having a challenging job where you are growing and learning professionally, while having a strong positive impact on the lives of others… And that is what we do here every day.”

Responsibilities

As a Customer Experience Specialist, you will be responsible for the investigation, resolution and reporting of all customer related complaints within given timeframes. You will track, process and manage all aspects of a case from the moment it is opened until it is resolved and closed. You will provide complaint trends to senior management to help them keep abreast of emerging complaint trends and improve service levels.

  • Bilingual and Biliterate (English and Spanish)
  • Correspond with customers/complainants about details of the case, both verbally and through written correspondence.
  • Accurately articulate the details of a customer concern to all levels of the organization.
  • Responsible for the investigation, resolution and reporting of all customer related complaints within given timeframes.
  • Serve as the first point of contact for all customer related issues and ensure all complaints are acknowledged in a timely manner.
  • Input all complaints into the Customer Complaints database, reporting and seeing through to completion.
  • Maximize customer satisfaction and ensure full communication at all times.
  • Escalate all unresolved issues/complaints to appropriate area executive.
  • Provide complaint trends to senior management to help them keep abreast of emerging complaint trends and improve service levels.
  • Contribute to ongoing evolution of Oportun’s customer complaints management policies & procedures
  • Additional responsibilities as requested

Qualifications

  • Bilingual English/Spanish (Written and Oral) REQUIRED
  • Some demonstrated knowledge of fair lending regulatory guidelines such as FDCPA, UDAAP, FACT, SCRA, the Privacy Act, and TCPA guidelines.
  • Understanding of financial services regulatory requirements and current regulatory developments (e.g. CFPB) desired but not needed.
  • Experience in working directly with customers, in person or via the phone.
  • Demonstrate proficiency in business letter writing in both English and Spanish.
  • Demonstrate proficiency with using a case management system
  • Experience in financial services focused on transaction processing and customer complaints handling.
  • Keen eye for detail with a sense of urgency
  • Communication: Demonstrate active listening through full attention, and respond appropriately. Be able to present verbal and written information clearly.
  • Collaboration: Be able to work effectively across functional groups and various levels within the organization to achieve positive results.
  • Planning/Organizing: Prioritize and plan work activities; using time efficiently. Demonstrate ability to multi-task keeping company objectives and customer complaints management in mind.
  • Computer: Working knowledge and experience in basic computer programs such as Microsoft Word, PowerPoint, Visio, Excel, Outlook and Microsoft Project.

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