• Leading audits of the company’s risk management, operations, and compliance functions. • Overseeing and directing performance of work for and interaction with external auditors particularly on SOX and other annual audit testing for reliance. • Providing guidance to other non-IT audit Managers and assisting in interface with regulators as needed. • Overseeing the planning, execution, and reporting of the audits in their assigned risk areas including leading multiple audits simultaneously utilizing the support of audit supervisors and staff in a team-based environment. • Providing primary input to the risk assessment and audit planning process. • Building strong relationships with key management, addressing their most critical risk and control issues in a measurable way, and adding value as a key source of internal control and risk management best practices.

• Conduct weekly quality audits and communicate results to support training and development needs • Serve as owner of one or more controls, reports, or audits • Maintain and review process documentation to BSC standards • Partner with Product Development teams to complete system testing and bug validations • Identify process gaps and propose solutions • Support client calls and inquiries when necessary • Support our global partners and internal business operations teams with aided training and responses to inquiries • Participate in toll gate meetings to assist and support new service onboardings and client takeover processing activity as needed by onboarding owner • Take accountability for entire process from receipt of work to resolution and closure • 1st and 2nd level refund approvals • Serve as owner for offboarding clients, which includes serving as the subject matter expert on internal and client/vendor calls as needed • Serve as a day-to-day liaison between our internal client partners and clients, making sure we understand all goals, objectives, and time constraints • Partner with internal teams to identify and discuss trends and training needs, providing support and expertise to the Member Services team as needed

• Support customers via phone, chat, and email • Troubleshoot platform issues and identify root causes • Guide users through platform features and workflows • Research unfamiliar questions and find answers independently • Document solutions and contribute to internal knowledge resources

• Provide day-to-day technical support for Oportun’s Contact Center and remote employees, including desktops, VDI environments, headsets, and IP telephony systems. • Troubleshoot and resolve issues related to Five9, VDI technologies, VPN, and network connectivity impacting both in-office and remote user productivity. • Support onboarding and offboarding of staff, including device setup, software installation, and account provisioning via Okta, Microsoft 365, and Active Directory. • Manage and resolve incidents via ServiceNow, ensuring timely follow-up and clear communication with end users and IT partners. • Assist in the implementation of new hardware and software across Contact Center and remote environments. • Monitor and analyze recurring issues to identify opportunities for process or technology improvements. • Maintain accurate inventory of IT equipment, peripherals, and licenses; assist with audits and asset management activities. • Collaborate with network, telephony, and infrastructure teams to support technology upgrades, endpoint optimization, and system reliability. • Deliver high-quality customer service, ensuring all interactions are professional, empathetic, and solution-focused. • Document technical solutions and contribute to team knowledge bases for continuous improvement.