Collections Supervisor - Lead, Coach & Optimize Servicing

Westlake Services, LLC; Agoura Hills (CA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance, Flexible Spending

401K matching

Employee Stock Ownership Program

Wellness Program

Westlake University, Certification

Discounts on Parks, Museums, Movie Tix

Job summary

Westlake Services, LLC is seeking a Servicing Department Supervisor to support the Management Team in overseeing the department, ensuring call coverage, reviewing reports for compliance, and coaching staff.

The role requires at least 2 years in a supervisor/manager role with 5+ direct reports, a High School Diploma (College degree preferred), and the ability to work a flexible schedule including weekends. Westlake offers comprehensive benefits and professional development opportunities.

Qualifications

• Ability to interpret and explain policies and procedures.
• Exercise sound judgment when making decisions.
• Excellent organization and prioritization skills.
• Use proper grammar and email etiquette including accurate spelling and vocabulary.
• Diffuse hostile callers.
• Develop and deliver training.
• Ability to work under time constraints and daily deadlines.
• Good interpersonal skills and teamwork awareness.
• Willing to work overtime, weekends and evenings.

Responsibilities

• Review delinquent accounts to determine contacts for collection.
• Organize workload and assign accounts to collectors.
• Monitor staff and optimize telephone techniques.
• Verify accuracy of accounts.
• Authorize repossession and legal actions when needed.
• Coach staff in difficult cases and maintain performance logs.
• Supervise clerical staff and coordinate related activities.
• Set procedures, schedules, and workflows to improve efficiency.
• Provide clear instructions and maintain records.

Skills

Policy interpretation

Judgment

Organization

Professional writing

Conflict handling

Training delivery

Time management

Interpersonal skills

Shift flexibility

Education

High School Diploma

College Degree

Job description

Westlake Services, LLC is seeking a Servicing Department Supervisor to support the Management Team in overseeing the department, ensuring call coverage, reviewing reports for compliance, and coaching staff.

The role requires at least 2 years in a supervisor/manager role with 5+ direct reports, a High School Diploma (College degree preferred), and the ability to work a flexible schedule including weekends. Westlake offers comprehensive benefits and professional development opportunities.