Bilingual English and Spanish Member Loyalty Representative

About the role

Oportun is looking for a Bilingual English and Spanish Member Loyalty Representative to join its team at the Anaheim, California office. This role is centered on providing direct support to members who have questions about their accounts, loyalty rewards, and the services Oportun offers. The representative acts as a trusted voice for members, ensuring that every interaction is handled with patience, respect, and cultural sensitivity. By communicating fluently in both English and Spanish, this person helps bridge language gaps and makes financial information accessible to a diverse community of members. The position plays an important part in keeping members engaged and satisfied with their experience at Oportun.

Key facts

What you'll do

Respond to member inquiries by phone, email, or live chat in both English and Spanish with clear, courteous, and accurate communication.

Assist members with account-related questions including current balances, payment histories, and transaction details in a timely manner.

Resolve member concerns and complaints by listening carefully, asking clarifying questions, and offering practical solutions that address the root issue.

Educate members about loyalty program features, available benefits, and practical ways they can maximize the value of their membership.

Collaborate with the loyalty team and other departments to identify recurring themes in member feedback and recommend meaningful improvements.

Maintain detailed and accurate records of every member interaction in the company's internal tracking and case management systems.

Follow up with members when their issues require additional processing time or need to be escalated to a specialized team.

Promote Oportun's products and services in a helpful and informative way that aligns with the company's commitment to community support.

Handle all sensitive member information with strict attention to privacy regulations, data protection standards, and company confidentiality policies.

Contribute to a positive and supportive team environment by sharing helpful insights, training newer team members, and covering shifts during busy periods.

Requirements

Fluency in both English and Spanish, spoken and written, is an absolute requirement for this position.

A high school diploma or equivalent is required; having some college coursework or an associate degree is considered a plus.

At least one year of hands-on experience in customer service, call center operations, or member support roles is expected.

The ability to work in a fast-paced environment while maintaining attention to detail and a consistently positive demeanor.

Comfortable using computers and navigating multiple software applications at the same time without difficulty or confusion.

Strong problem-solving skills and the ability to remain calm, professional, and solution-focused when handling difficult or emotional situations.

A willingness to learn Oportun's internal tools, operational processes, and loyalty program policies quickly and thoroughly.

Must be legally authorized to work in the United States without requiring visa sponsorship or external support.

Nice to have

Experience working directly with Latino or Hispanic communities in a financial services, retail, or nonprofit setting.

Familiarity with customer relationship management platforms such as Salesforce, Zendesk, or similar ticketing and tracking tools.

Previous exposure to loyalty programs, rewards structures, or member retention initiatives in a banking or lending environment.

Bilingual customer service experience gained in a contact center or member-facing role where both languages were used daily.

Skills & tools

Proficiency with the Microsoft Office Suite including Word for documentation, Excel for data tracking, and Outlook for email communication.

Experience with ticketing or case management systems used to log, track, and resolve member issues efficiently.

Knowledge of basic financial products such as personal loans, credit accounts, and savings options commonly offered by lending institutions.

Ability to type at a minimum of 30 words per minute in both English and Spanish with a high degree of accuracy.

Familiarity with data entry procedures and record-keeping best practices to ensure member files are always current and complete.

Strong interpersonal skills paired with the ability to build genuine rapport with people from a wide range of cultural and linguistic backgrounds.

Practical notes

This position is based in Anaheim, California, and is expected to work on-site at the Oportun office during regular business hours.

Standard business hours apply, with some flexibility required to cover peak call times, extended hours, and weekend shifts as needed.

Oportun is an equal opportunity employer and welcomes applicants from all backgrounds, identities, and life experiences.

The hiring process may include a phone screening, a skills assessment, and an in-person interview at the Anaheim location.

Applicants should be prepared to provide documentation or demonstration of their bilingual proficiency at some point during the application process.