Collections Team Lead — Coaching, Coverage & Escalations

Hankey Group; Agoura Hills (CA); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K matching

Employee stock ownership program

Job summary

Hankey Group in Agoura Hills, CA seeks a Department Lead to assist the Management Team, ensuring proper call volume coverage, reviewing reports for compliance, and coaching staff.

You will lead in the Supervisor's absence, document interactions, and communicate professionally with customers. The role requires strong organization, timely execution, and flexible hours including overtime and weekends.

Qualifications

• 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 teamwork awareness.
• Maintain confidentiality with personnel and management issues.
• Bilingual (Spanish) a plus.

Responsibilities

• Monitor live reports and address concerns when identified.
• Monitor phone calls to ensure proper handling.
• Coach agents as needed or directed.
• Step in to lead a team when the Supervisor is absent.
• Document all interactions with agents / Update coaching log.
• Communicate professionally with internal and external customers.
• Making sure things get done in a timely manner. Send reminders.
• Other duties as assigned.

Skills

Leadership

Time management

Coaching

Communication

Bilingual Spanish

Job description

Hankey Group in Agoura Hills, CA seeks a Department Lead to assist the Management Team, ensuring proper call volume coverage, reviewing reports for compliance, and coaching staff.

You will lead in the Supervisor's absence, document interactions, and communicate professionally with customers. The role requires strong organization, timely execution, and flexible hours including overtime and weekends.