Oportun. Inc Continuous Education Trainer in Leon, Mexico

Oportun is a financial technology company founded in 2005 with the mission of providing establishing credit, affordable loans to the approximately 45 million Latinos and others with little or no credit history so they can establish credit scores and build a better future.

Oportun uses advanced data analytics and technology to “score” and lend money to individuals with limited credit history – people other lenders consider “unscorable.” We offer bilingual (English/Spanish) servicing and documentation via telephone, Web, mobile, or in-person in over 200 locations in Arizona, California, Illinois, Nevada, Texas, and Utah.

In recognition of Oportun’s goals of increasing economic opportunity for its clients, promoting community development, and serving low-income or underserved communities, Oportun has been certified by the United States Department of Treasury as a Community Development Financial Institution since November 2009.

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. We commit to our employees that they will do meaningful work in an environment that attracts and retains talent, enables professional growth and achievement, and leads to the realization of personal potential. At Oportun, everything we do reflects our corporate values of Service, Care, Innovation, Courage, Excellence, and Empowerment.

As our Chief Executive Officer 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 Collections Continuous Education Trainer will be responsible for administering, organizing and delivering training programs for all aspects of OPORTUN MEXICO Payment Services (US-Collections) department as they relate to customer relationship management, collections techniques and approaches, work procedures, policies, practices, billing system functionality and leadership training.

The Collections Continuous Education Trainer will also partner with the Payment Services leadership team in providing a focal point for training and developmental needs within the department.

Primary Duties:

Train new hire, existing employees and staff member on customer service and collection techniques, state and federal laws such as FDCPA, and company practices/policies.

Assist in evaluating department training needs through observation and feedback from employees and regular communication with the management staff.

Coach employees to continuously improve overall work performance.

Update training manuals and develop training materials as needed.

Key Responsibilities :

  • Under limited supervision, provides orientation and responsible for the training of new employees in the Payment Services organization.

  • Under limited supervision, provides collections call model training, systems training, call management training, up-skill and refresher training to existing employees.

  • Prepares lesson plans relevant to training materials and assists other trainers with planning.

  • Under limited supervision, coaches to performance, attendance and behavioral challenges in the classroom.

  • Possesses a broad knowledge of collections, customer service and billing system principles, practices and procedures and applies them to complete difficult assignments and improve training programs.

  • Develops training manuals, facilitator’s guides, presentations, testing and evaluations procedures, multimedia visual aids and other educational materials.

  • Maintains records of training activities and employee progress and monitors effectiveness of training programs.

  • Provides direction to other trainers, observes classroom facilitation, and coaches associate and/or intermediate level trainers on instructor skills.

  • Functions as a liaison with Payment Services leaders to determine needs and schedule new hire and existing agent training classes.

  • Provide clear and concise communication to various levels of the organization.

  • Acts as a change agent to drive change through the organization in a manner that encourages acceptance and promotes the company strategies.

  • Partners with Payment Services and Training leadership within the Region to implement training programs and ensure current programs meet the needs of the department.

    • Works independently; receives minimal guidance and takes responsibility for initiating goals for self-development.
  • Knowledge of specific Collections and Fair Debt Collection Practices Act (FDCPA) subject areas that make high-level agent performance possible.

  • Knows, applies and coaches others on fundamental concepts, practices and procedures of adult learning.

  • Remains up to date on new philosophies, technologies, methods and techniques in the learning and development field in addition to the collections field.

  • Work evenings, weekends, and split shifts as needed.

    Ability to travel up to 30% of the time.

    Legal/Financial Responsibilities :

    Requires adherence to OPORTUN MEXICO Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.

Qualifications/Skill Set :

Preferred Qualifications:

  • Supervisory experience

  • Degree in Pedagogy, Labor Psychology, Industrial Engineering, Industrial Relations.

  • Minimal debt collections experience and knowledge of the collection call model

  • Course design and implementation of certification

  • Medium/high reporting skills.

  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

  • All other Duties As Assigned

    The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.

Req No.: 2016-4271