Collections Team Lead & Training Coach

Westlake Financial Services; Agoura Hills (CA); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance

401K matching

Employee Stock Ownership Program

Wellness Program

Onsite Yoga

Paid Vacations Days

Paid holidays

Gym

Job summary

Westlake Financial Services is seeking a Department Lead to assist the Management Team in overseeing the call center, ensuring coverage for call volume and compliance reporting. You will participate in training and coaching, investigate escalated issues, and provide lead support when a Supervisor is absent.

Responsibilities include monitoring live reports, coaching agents, documenting interactions, and maintaining professional communication with customers.

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.
• Diffuse hostile callers.
• Develop and deliver training.
• Ability to work under time constraints and deadlines.
• Good interpersonal skills and teamwork.
• Maintain confidentiality with personnel and management issues.
• Bilingual Spanish a plus; multilingual communication capability.

Responsibilities

• Monitor live reports and address concerns when identified.
• Monitor calls to ensure proper handling.
• Coach agents as needed or directed.
• Lead a team when the Supervisor is absent.
• Document interactions with agents and update coaching log.
• Communicate professionally with internal and external customers.
• Ensure tasks are completed in a timely manner; send reminders.
• Perform other duties as assigned.

Skills

Policy interpretation

Decision making

Organization & prioritization

Email grammar

Escalation handling

Training delivery

Time management

Interpersonal skills

Confidentiality

Bilingual Spanish (bonus)

Job description

Westlake Financial Services is seeking a Department Lead to assist the Management Team in overseeing the call center, ensuring coverage for call volume and compliance reporting. You will participate in training and coaching, investigate escalated issues, and provide lead support when a Supervisor is absent.

Responsibilities include monitoring live reports, coaching agents, documenting interactions, and maintaining professional communication with customers.