Store Team Supervisor (Bilingual: English/Spanish)

Oportun was founded in 2005. Its mission: 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." Oportun operates more than 230 retail locations and delivers bilingual (English/Spanish) customer service via retail locations, contact centers, and mobile to customers in Arizona, California, Illinois, Missouri, Nevada, New Mexico, Texas, and Utah.

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

SUMMARY:

The Store Team Leader is responsible for driving consistency in sales and quality of customer service through the management and execution of day-to-day operations of a store within a district. Responsibilities include supervision and coaching of our store Customer Service Representatives (CSRs) to deliver sales results, and ensure all processes and procedures are followed. Successful Store Team Leaders are passionate developers of people with a strength for delivering results and an amazing customer service experience. This will be done through in-store support, community outreach and relationship building. This position will require working flexible shifts including days, nights and weekends and presents a unique opportunity to influence the lives of others while fulfilling the Oportun mission.

RESPONSIBILITIES:

• Lead a high performing, highly motivated team of Customer Service Representatives through selection, coaching and development. This includes ensuring the following duties are properly executed daily:
• Ensure the store is providing all customers with an outstanding experience and CSRs are consistently:
• Driving additional new customers into the store
• Warm & approachable
• Pro-actively seeking potential new customers outside the store or on the phone
• Completing assigned training and coaching
• Gathering referrals
• Assuring that payments are properly processed, verified and deposited in the safe
• Document any cash over/short variances in consultation with the DM
• Maintain operational, procedural and regulatory oversight to ensure the store and CSRs pass all audits.
• Perform monthly performance evaluations on all CSRs
• Coach and manage performance based on expectations
• Responsible for inventory management (supplies, etc.) + labor (timecard/OT management)
• Provide assistance to CSRs in resolving everyday issues and deciding when to escalate to the DM or the appropriate HQ support partners. Respond to customer inquiries or complaints in person or over the phone in a professional manner.
• Lead targeted outreach/promotion activities in collaboration with Brand Ambassadors by determining locations that CSRs will visit to promote our product, and ensure store-level marketing activities are scheduled and properly executed
• Lead targeted outreach/promotion activities in collaboration with Brand Ambassadors.
• Perform CSR and various other administrative duties as directed by District Manager

DESIRED SKILLS & EXPERIENCE:

• Bilingual (English/Spanish) REQUIRED
• Passionate about Oportun’s mission
• Prior sales experience (2+ years)
• Prior banking (Branch Lead, Sr. Personal Banker) experience – highly desirable (1-3 years)
• Previous work experience as a Team Leader or Supervisor preferred (1+year)
• Experience in planning, communication and influence to be able to effectively coach & develop the skills of the team in order to improve results
• Strength in providing excellent customer service with an attention to detail and follow through
• Ability to work independently with minimal direction
• A results oriented, self-motivated team player who leads by example.
• Excellent oral and written communication skills
• High School Diploma/GED required
• General knowledge of Office 360 including Outlook, Excel, Word and PPT
• Valid driver’s license

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 .”

Oportun is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, gender, national origin, disability, sexual orientation or veteran status. E-Verify: Verification of Eligibility for Employment

Oportun participates in the U.S. Department of Homeland Security E - Verify program in all facilities in the United States. E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration and allows employers to confirm an individual’s employment eligibility to work in the United States.