La Juina Marie Killingsworth
About La Juina Marie Killingsworth
La Juina Marie Killingsworth is a Product Marketing Manager at Oportun, specializing in servicing and engagement. With a diverse background in customer engagement and operations across several financial institutions, she possesses extensive expertise in multi-channel communication strategies and regulatory compliance.
Current Role at Oportun
La Juina Marie Killingsworth serves as the Product Marketing Manager for Servicing & Engagement at Oportun since 2021. In this role, she has complete ownership of the multi-channel communication strategy, which encompasses ideation, design, implementation, digital transformation, reporting, quality assurance, analysis, and collaboration with stakeholders. Her focus is on creating new initiatives that drive revenue and enhance customer lifetime value through experimentation and personalization.
Previous Experience in Financial Services
Prior to her current position, Killingsworth held several roles in the financial services sector. She worked at Wells Fargo as a Contact Center Team Manager from 2016 to 2017 and as a Premier Phone Bank Supervisor from 2014 to 2015. Additionally, she served as the Director of Customer Engagement at Credit One Bank from 2019 to 2020 and as an Omni Channel Sr. Manager from 2018 to 2019. Her experience includes managing customer engagement strategies and overseeing operations in various capacities.
Background in Customer Service Management
Killingsworth has extensive experience in customer service management. She worked at UNIFY Financial Credit Union as a Contact Center Manager from 2017 to 2018 and at Resurgent Capital Services as a Senior Manager in Secured Bankruptcy Operations from 2020 to 2021. Her roles have involved leading teams and implementing strategies to enhance customer experiences across multiple channels.
Education and Expertise
Killingsworth earned her Bachelor of Business Administration (B.B.A.) in Finance from Colorado Technical University, where she studied from 2006 to 2009. She possesses extensive knowledge of legal and regulatory compliance, including BSA, AML, OCC, NCUA, FDIC, FDCPA, credit risk, audit compliance, and complaint management. Her expertise also includes translating analytic data into strategic insights for marketing programs.
Skills in Data Analysis and Marketing
Killingsworth is skilled in utilizing various analytical tools and platforms such as SQL, SAAS, Adobe Analytics, Salesforce, and Google Analytics. She leverages these tools to make strategic recommendations aimed at improving operational efficiency and customer experience. Her ability to drive customer loyalty through diverse communication channels, including IVR, chat, SMS/Text, and mobile applications, is a key aspect of her professional skill set.