The Phone Application Support Department (PAS) has as 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.

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

 

INBOUND CALLS

OUTBOUND CALLS

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 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’s 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:

 

We are seeking a service coach. The supervisor will provide support. performance management and on-going development to agents focused on NPS and Customer satisfaction. Also responsible for the continuous improvement and attainment of performance results of the department.

 

The Phone Application Support (PAS) Supervisor’s responsibilities are:

Coach and lead a team of Phone application Support agents for a defined group in compliance with company guidelines, regulations in order to maximize revenue. Oversee all required daily functions with the operations. 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, agents. Provides coaching and feedback to team members. Assist phone application support Manager in developing and implementing strategies that lead to accomplish KPI’s Supervise PAS Staff and leads to a positive work environment. Prepare management reports and make presentations of results and analysis, as necessary.

 

The following must also be met by the PAS Supervisor:

 

Receive feedback from team leaders and provide feedback if needed and apply the received feedback to their daily activities Drive themselves with all integrity Contribute to reach the department goals and metrics Adhering to all company policies and procedures

 

Required SKILLS:

Bilingual skills (Fluent English B2 or higher / Spanish) 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 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).

Internal Candidates:

Must have at least 6 months of tenure Must not have any written warnings or unexcused abscences in the last 6 months Must have a good performance in past 6 months