Collections Team Lead & Training Coach

Hankey Group; Las Vegas (NV); On-site; USD 52,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K matching

Employee Stock Ownership Program

Wellness program

Career path opportunities

Paid vacations

Paid holidays

Job summary

Westlake Financial seeks a Servicing Department Supervisor to assist the Management Team in overseeing daily operations, staffing, coaching, and escalation resolution. You will ensure call coverage, monitor performance, and drive compliance across the servicing function.

The role requires at least 2 years in a supervisory role, a high school diploma (college degree preferred), and willingness to work weekends/evenings. Light travel may be required, and bilingual Spanish is a plus.

Qualifications

• Experience interpreting policies and explaining them clearly.
• Ability to exercise sound judgment in decisions.
• Strong organization and prioritization skills.
• Professional email grammar and etiquette.
• Diffuse hostile callers effectively.
• Develop and deliver staff training.
• Work under tight deadlines and manage time.
• Good interpersonal skills and teamwork.
• Bi-lingual Spanish is a plus.
• Willing to work overtime, weekends, evenings.

Responsibilities

• Oversee call coverage and scheduling for servicing staff.
• Review reports for compliance and performance.
• Coach and develop staff; lead by example.
• Investigate and resolve escalated issues.
• Supervise clerical staff and workflow.
• Prepare and analyze composite reports; audits.
• Maintain attendance and coaching logs.
• Conduct weekly, monthly, and annual reviews.
• Ensure adherence to policies and procedures.
• Support management with training and process improvements.

Skills

Policy interpretation

Judgment

Organization

Email etiquette

Conflict resolution

Training delivery

Time management

Teamwork

Bi-lingual Spanish

Overtime willingness

Education

High School Diploma

College Degree preferred

Job description

Westlake Financial seeks a Servicing Department Supervisor to assist the Management Team in overseeing daily operations, staffing, coaching, and escalation resolution. You will ensure call coverage, monitor performance, and drive compliance across the servicing function.

The role requires at least 2 years in a supervisory role, a high school diploma (college degree preferred), and willingness to work weekends/evenings. Light travel may be required, and bilingual Spanish is a plus.