Oportun. Inc Store Team Supervisor (Bilingual: English/Spanish) in Houston, Texas
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.
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.”
The Store Team Leader is responsible for the management and execution of day-to-day operations of a store within a district. This includes driving consistency in sales and quality of customer service as well as strict adherence to all formal processes and Standard Operating Procedures. This includes the supervision and coaching of our store Customer Service Representatives (CSRs) to deliver sales results that meet or exceed monthly goals.
Store Team Leaders are passionate developers of people with a strength for delivering results and an amazing customer service experience and will be responsible for delivering monthly check-in reviews with the CSRs and developing action plans using a positive performance model. Successful Store Team Leaders drive results 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.
Develop and lead a high performing, highly motivated team of Customer Service Representatives through selection, coaching and development in partnership with the District manager, peer Store Team Leads, Retail Training Associates (where applicable) in order to effectively impact results
Leverage daily production reports in order to build plans to meet or exceed monthly store team goals and Ensure the store is pro-actively driving additional new customers into the store through community marketing, establishing relationships and gathering referrals from existing customers
Performs interviews of prospective CSR candidates and influences the decision in partnership with the District Manager
Confirm that all CSRs have completed all assigned training and have read and understand all communications and updates
Perform monthly check-in performance evaluations on all store CSRs and coach and manage using positive performance to meet and exceed expectations. Is responsible for Positive Performance conversations as well as corrective action in partnership with the DM and People and Culture team
Manages Labor; CSR shift swaps, PTO, timecard corrections, availability and timecard approvals
Maintain operational, procedural and regulatory oversight as well as provide coaching and guidance to ensure the store and CSRs pass all “in-store” and “phone” quality audits
Helps and guides CSRs in resolving everyday issues and 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
Perform CSR and various other administrative duties as directed by District Manager
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 preferred
General knowledge of Office 360 including Outlook, Excel, Word and PPT
Valid driver’s license
As a valuable member of our team, you’ll receive:
Competitive pay with sales incentives
Medical, Dental, Vision, Life Insurance and other benefits for Full-time Employees
Opportunities to positively affect your community
Paid Time Off
Employee salary advance option
Req No.: 2018-6919
External Company Name: Oportun Inc
External Company URL: http://www.progressfin.com/
Street: W 34th and US 290