Collection Supervisor

Westlake Services, LLC; Agoura Hills (CA); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance

401K matching

Employee Stock Ownership Program in a$

Wellness Program

Westlake University, Certification

Discounts on Parks, Museums, Movie_t

Job summary

Westlake Services, LLC is seeking a Servicing Department Supervisor to assist the Management Team in overseeing daily operations, ensuring coverage for calls, reviewing reports for compliance, and coaching staff. The role includes handling escalated issues and providing lead support.

Requirements include a High School Diploma (College degree preferred) and at least 2 years in a supervisory role overseeing 5+ direct reports; willing to work a flexible schedule, including weekends and evenings,

Qualifications

• High School Diploma required.
• College degree preferred.
• Minimum 2 years in a supervisor or manager role with a team of 5 or more direct reports.

Responsibilities

• Review delinquent account records to determine which customers must be contacted for collection of overdue accounts.
• Organize collection workload according to degree and amount of delinquency and assign accounts to workers for collection.
• Monitors staff and recommends telephone techniques used by Collector.
• Verifies accuracy of accounts.
• Authorizes or refers accounts for repossession and legal actions against debtors.
• Assists subordinates with collection activities in difficult cases.
• Supervises and coordinates activities of clerical workers in related activities.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Issues written and oral instructions.
• Examines work for exactness, neatness, and conformance to policies and procedures.
• Studies and standardizes procedures to improve efficiency of subordinates.
• Maintains harmony among workers and resolves grievances.
• Prepares composite reports from individual reports of subordinates.
• Adjusts errors and complaints.
• Maintain continuous coaching and development of staff
• Maintain weekly and monthly account audits and call scoring
• Maintain accurate and current attendance and coaching logs
• Complete weekly, monthly and annual reviews of staff
• Must be able to work a flexible schedule including weekends, evenings and extended hours
• Light travel will be required

Skills

Policy interpretation

Judgment

Organization

Professional writing

Conflict handling

Training delivery

Time management

Teamwork

Flexible schedule

Education

High School Diploma

College degree

Job description

Westlake Services, LLC | Corporate Office
29851 Agoura Rd
Agoura Hills, CA 91301, USA

Description

Under minimal supervision, the Servicing Department Supervisor assists the Management Team with overseeing the department. This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participate in the training and coaching of the Servicing staff, investigate, and resolve escalated issues, responsible for providing lead support and complete other work as assigned.

DUTIES, TASKS, RESPONSIBILITIES (include, but not limited to)

• Reviews delinquent account records to determine which customers must be contacted for collection of overdue accounts.
• Organizes collection work load according to degree and amount of delinquency and assigns accounts to workers for collection.
• Monitors staff and recommends telephone techniques used by Collector.
• Verifies accuracy of accounts.
• Authorizes or refers accounts for repossession and legal actions against debtors.
• Assists subordinates with collection activities in difficult cases.
• Supervises and coordinates activities of clerical workers in related activities.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Issues written and oral instructions.
• Examines work for exactness, neatness, and conformance to policies and procedures.
• Studies and standardizes procedures to improve efficiency of subordinates.
• Maintains harmony among workers and resolves grievances.
• Prepares composite reports from individual reports of subordinates.
• Adjusts errors and complaints.
• Maintain continuous coaching and development of staff
• Maintain weekly and monthly account audits and call scoring
• Maintain accurate and current attendance and coaching logs
• Complete weekly, monthly and annual reviews of staff
• Must be able to work a flexible schedule including weekends, evenings and extended hours
• Light travel will be required

KNOWLEDGE, SKILLS, LICENSES

• Ability to interpret and explain policies and procedures to others
• Exercise sound judgment when making decisions
• Excellent organization and prioritization skills
• Use proper grammar and email etiquette including accurate spelling and correct vocabulary
• Diffuse hostile callers
• Develop and deliver training
• Ability to work under time constraints and daily deadlines
• Good interpersonal skills and team work awareness
• Must be able to maintain an 8 hour shift; Flexible schedule required; must be willing to work overtime, weekends and evening shifts.

EDUCATION

• High School Diploma; required
• College Degree; preferred

EXPERIENCE

• Minimum 2 years in a supervisor or manager role with a team of 5 or more direct reports

PHYSICAL DEMANDS

• None

SUPERVISOR RESPONSIBILITIES

• Maintain confidentiality with personnel and management issues
• Coach agents as needed or directed
• Directly supervises 8-14 employees in the Servicing Department.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Pay Rate:

• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

FULL TIME BENEFITS

• Medical, Dental, and Vision benefits
• Life Insurance, Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $14.2 Billion Company, plus company matching
• Wellness Program, Daily Team Exercises
• Westlake University, Certification Programs
• Discounts on Parks, Museums, Movie Tickets, and Attractions

These are the hallmarks of Westlake Financial and have been since our inception in 1988. Westlake specializes in prime to sub-prime automotive financing, helping car dealerships do what they do best: sell cars. Our unique credit approval software (known as "The Buy Program") allows dealers to get an on-the-spot loan approval without waiting for callbacks, faxbacks, or rehashes.
Westlake Financial is an Internet based, privately held finance company that specializes in the acquisition and servicing of sub-prime and non-prime automotive retail installment contracts. Headquartered in Southern California, Westlake originates indirect retail installment contracts through a network of 21,000 new and used car dealers throughout the United States. All collections and servicing are performed in-house from its central facility located in the Mid-Wilshire area of Los Angeles.
Westlake's success did not just happen overnight. It took years of hard work, cultivation, and smart intuition to get to where we are today. Not content to rest on our laurels, Westlake continues to build and refine, always keeping our dealers and customers in mind.

CONTACT US

https://www.westlakefinancial.com/careers/

ACKNOWLEDGMENTS

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.