Collections Team Lead: Coaching & Process Optimization

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 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,