Collections Team Lead & Training Coach

Westlake Financial; Las Vegas (NV); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

401K matching

Employee Stock Ownership Program

Job summary

Westlake Financial in Las Vegas, NV, is seeking a Department Lead to support the Management Team by ensuring call volume coverage, reviewing reports, and coaching call center staff. You will also investigate escalated issues and provide lead support when a Supervisor is absent.

The role requires strong organizational skills, the ability to diffuse hostile callers, and willingness to work overtime, weekends, and evenings. Bilingual Spanish is a plus; medical and 401k benefits are available.

Qualifications

• 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.
• Must be willing to work overtime, weekends, and evening shifts.

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

Coaching

Communication

Time management

Bilingual Spanish (a plus)

Job description

Westlake Financial in Las Vegas, NV, is seeking a Department Lead to support the Management Team by ensuring call volume coverage, reviewing reports, and coaching call center staff. You will also investigate escalated issues and provide lead support when a Supervisor is absent.

The role requires strong organizational skills, the ability to diffuse hostile callers, and willingness to work overtime, weekends, and evenings. Bilingual Spanish is a plus; medical and 401k benefits are available.