Manager/Senior Analyst, Business Analytics - Collections at Oportun in San Carlos, CA
Department Overview Risk Management at Oportun:
We are building a world-class team of fun, entrepreneurial risk managers who want to innovate, truly help people, and build a great company. Be part of the team responsible for developing and enhancing Oportun's overall collections and customer engagement strategy. In this role you will drive improved efficiency while enhancing overall customer experience by leveraging advanced data analytics to segment Oportun's customer base to determine the optimal engagement strategy. This is an exciting opportunity in a fast-paced organization where your contributions can have a meaningful impact on driving efficiency and customer satisfaction. Overview As a Manager of Collections Analytics you will work on analytics, strategy and new capability build for Collections customer engagement strategies. You will partner closely with cross functional teams to transform Oportun's omni-channel customer engagement capabilities leveraging technology, effective marketing and analytics. You will help improve customer engagement and resolution rates across multiple channels by leveraging models and analytics to determine the optimal communication strategy across numerous channels, i.e. mobile, web, chat, phone, email, social media, etc. This is a highly visible role that will help ensure Oportun continues to meet its credit loss and servicing cost targets, which are the largest cost components of Oportun's P&L, while delivering an excellent customer experience. Responsibilities Increase customer engagement and operational efficiency by optimizing channel contact strategy across numerous communication channels Work with Data Science team to build predictive behavior scoring and test strategies via champion/challenger tests Gain deep understanding of the collections portfolio and conduct insights driven analytics to identify areas of improvement Optimize loan-level NPV and mitigate losses while enhancing customer engagement by developing effective segmentation and customer engagement strategies Develop and maintain operations and management reporting for all Collections KPI's Support capacity planning and staffing forecast for a rapidly growing Collections team spread across multiple call centers Support operations and proactively solve problems Partner with engineering team to build new system enhancements Qualifications 4
years of experience in an analytical role in the financial services industry Advanced SQL skills, familiar with Python, SAS and reporting automation programs. Advanced Microsoft Excel and PowerPoint skills Exceptional problem solving and analytical skills with the ability to maintain the highest standard of integrity, accuracy and precision Excellent written and oral communication skills Experience managing projects across multiple departments, including the ability to plan, organize and execute the operational aspects of a strategy change Strong interpersonal and relationship building skills needed to manage partnerships with internal teams and external vendors Bachelor's Degree in Engineering, Mathematics, Statistics, Economics, Finance, or other analytical discipline. Master Degree preferred. #LI-DD1 #LI-Remote #IND
Salary Range:
$150K -- $200K
Minimum Qualification
Business Intelligence & Analytics, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
We are building a world-class team of fun, entrepreneurial risk managers who want to innovate, truly help people, and build a great company. Be part of the team responsible for developing and enhancing Oportun's overall collections and customer engagement strategy. In this role you will drive improved efficiency while enhancing overall customer experience by leveraging advanced data analytics to segment Oportun's customer base to determine the optimal engagement strategy. This is an exciting opportunity in a fast-paced organization where your contributions can have a meaningful impact on driving efficiency and customer satisfaction. Overview As a Manager of Collections Analytics you will work on analytics, strategy and new capability build for Collections customer engagement strategies. You will partner closely with cross functional teams to transform Oportun's omni-channel customer engagement capabilities leveraging technology, effective marketing and analytics. You will help improve customer engagement and resolution rates across multiple channels by leveraging models and analytics to determine the optimal communication strategy across numerous channels, i.e. mobile, web, chat, phone, email, social media, etc. This is a highly visible role that will help ensure Oportun continues to meet its credit loss and servicing cost targets, which are the largest cost components of Oportun's P&L, while delivering an excellent customer experience. Responsibilities Increase customer engagement and operational efficiency by optimizing channel contact strategy across numerous communication channels Work with Data Science team to build predictive behavior scoring and test strategies via champion/challenger tests Gain deep understanding of the collections portfolio and conduct insights driven analytics to identify areas of improvement Optimize loan-level NPV and mitigate losses while enhancing customer engagement by developing effective segmentation and customer engagement strategies Develop and maintain operations and management reporting for all Collections KPI's Support capacity planning and staffing forecast for a rapidly growing Collections team spread across multiple call centers Support operations and proactively solve problems Partner with engineering team to build new system enhancements Qualifications 4
years of experience in an analytical role in the financial services industry Advanced SQL skills, familiar with Python, SAS and reporting automation programs. Advanced Microsoft Excel and PowerPoint skills Exceptional problem solving and analytical skills with the ability to maintain the highest standard of integrity, accuracy and precision Excellent written and oral communication skills Experience managing projects across multiple departments, including the ability to plan, organize and execute the operational aspects of a strategy change Strong interpersonal and relationship building skills needed to manage partnerships with internal teams and external vendors Bachelor's Degree in Engineering, Mathematics, Statistics, Economics, Finance, or other analytical discipline. Master Degree preferred. #LI-DD1 #LI-Remote #IND
Salary Range:
$150K -- $200K
Minimum Qualification
Business Intelligence & Analytics, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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