Bilingual English and Spanish Member Loyalty Representative

About the role

This full-time on-site position at Oportun is designed to provide a positive, engaging, and personalized service experience for members. As a Member Loyalty Representative, you will be responsible for educating individuals and communities about Oportun's accessible financial solutions, including loans and financial products. Your role is vital in helping members understand their options, build trust, and develop a stronger financial future. You will work directly with members in the store environment, offering excellent customer service, supporting outreach efforts, and ensuring that each interaction promotes the company's mission of empowering underserved communities through responsible lending. This position offers an opportunity to make a meaningful impact on the community while developing your skills in sales, customer service, and community outreach.

Key facts

What you'll do

• Greet members warmly and create a welcoming environment that encourages trust and engagement.
• Provide excellent customer service by assisting members with their inquiries, explaining financial products, and guiding them through the application or loan process.
• Accurately process transactions, including loan applications, payments, and account updates, while strictly following company policies and safeguarding member data.
• Collaborate with team members to meet daily operational goals related to lending, servicing, and outreach activities.
• Spend over 50% of your work time actively engaging in outreach activities to inform potential members about Oportun's services. This includes building relationships with local businesses, conducting community outreach events, and encouraging store visits.
• Maintain a clean, organized, and inviting store environment through light housekeeping duties, ensuring a positive experience for members and visitors.
• Use a computer for approximately 3-6 hours daily to perform administrative tasks, update member information, and support customer inquiries.
• Assist members while standing, with opportunities to sit during non-member-facing tasks such as data entry or administrative work.
• Occasionally unpack, organize, and store office supplies, cleaning materials, or promotional items to ensure the store remains well-stocked and professional.
• Travel between designated work locations, including outreach sites and community events, within a reasonable commuting distance, to expand the company's reach and serve more community members.
• Embody Oportun's core values of integrity, respect, and community in every interaction and task.
• Support the company's mission by promoting financial literacy and responsible lending practices during outreach and in-store interactions.
• Maintain accurate records of outreach activities and member interactions to support reporting and continuous improvement efforts.
• Participate in ongoing training and development opportunities to enhance product knowledge, customer service skills, and community engagement strategies.
• Contribute to a team environment by sharing best practices, supporting colleagues, and maintaining a positive attitude.

Requirements

• Fluency in both English and Spanish is mandatory to serve a diverse community effectively.
• Outgoing personality with a natural ability to connect with people and a sales-oriented mindset.
• Genuine desire to help members and prospective members through educational outreach and personalized service.
• Availability to work weekends and a flexible, rotating schedule based on store needs, with schedules confirmed every two weeks.
• Consistent and dependable attendance to ensure smooth store operations and outreach efforts.
• Willingness and ability to work outdoors year-round during outreach activities, including in various weather conditions, to identify new sales opportunities and promote company offerings.
• Ability to lift and move objects weighing up to 25 pounds safely and comfortably.
• Proficiency in basic computer skills, including familiarity with office equipment such as phones, scanners, and iPads.
• Strong organizational skills to manage and file paper documents efficiently.
• Ability to work independently and as part of a team, demonstrating flexibility and adaptability in a fast-paced environment.
• High school diploma or equivalent required; additional education or experience in customer service, sales, or community outreach is a plus.
• Willingness to learn and adhere to company policies, procedures, and compliance standards.

Nice to have

• Previous experience in customer service, cashiering, sales, or hospitality roles, which can help in engaging with members and managing transactions effectively.
• Experience working in community outreach, nonprofit, or financial services environments.
• Bilingual skills beyond English and Spanish, such as additional languages relevant to the community served.
• Familiarity with financial products or basic financial literacy concepts.

Skills & tools

• Basic computer proficiency, including familiarity with common office software and systems.
• Operation of office equipment such as phones, scanners, and iPads.
• Strong organizational skills for managing and filing paper documents efficiently.
• Excellent interpersonal and communication skills to connect with diverse community members.
• Ability to adapt to changing priorities and work in a dynamic environment.
• Customer service orientation with a focus on empathy and problem-solving.

Practical notes

• The hourly wage for this full-time role ranges from $18.00 to $19.50, depending on experience and qualifications.
• Compensation includes sales incentives, rewarding outreach and sales performance.
• Benefits package includes Medical, Dental, Vision coverage, Flexible Spending Accounts (FSAs), Employee Assistance Program (EAP), Life and Disability insurance, Accident coverage, Paid Time Off, and 16 hours of Volunteer Time Off (VTO) annually.
• Additional benefits include the Employee Assistance Fund (OEAF), 401(k) retirement savings plan, Travel Assistance, and Paid Training to support your professional growth.
• The role offers opportunities for advancement within the company and ongoing development through training programs.
• Flexible scheduling options are available to accommodate personal needs and community engagement activities.
• This position provides a chance to make a positive impact on the community by helping underserved populations access financial services and improve their financial literacy.
• The role requires on-site presence at the Hawthorne, CA location, with travel to outreach sites as needed.
• Candidates should be prepared to work outdoors year-round, including in various weather conditions, during outreach activities.
• The company values diversity, community involvement, and a commitment to responsible lending practices.