Department Lead - Loss Recovery Collection

Midway Auto Group; Los Angeles (CA); In loco; USD 70.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical benefits

Dental benefits

Vision benefits

Life Insurance

401K matching

ESOP

Descrizione del lavoro

Midway Auto Group seeks a Department Lead in Loss Recovery Collection at our Westlake Services corporate office in Los Angeles, CA. This role oversees coverage, ensures compliance, trains staff, and resolves escalated issues while stepping in for the Supervisor as needed.

The position may require occasional travel to support operations across our Los Angeles area locations; strong leadership and risk awareness are essential.

Competenze

• 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.

Mansioni

• 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 Supervisor is absent.
• Document all interactions with agents / Update coaching log.
• Communicate professionally with internal and external customers.
• Other duties as assigned.

Conoscenze

Policy explanation

Judgment

Organization

Email etiquette

De-escalation

Training

Time management

Interpersonal skills

Confidentiality

Descrizione del lavoro

Department Lead - Loss Recovery Collection

Job Category: Collections

Requisition Number: DEPAR010367

• Full-Time

Locations

Showing 1 location

Westlake Services, LLC. | Corporate Office
Los Angeles, CA 90010, USA

Description

Under minimal supervision, the Servicing Department Lead assists the Management Team with overseeing the department. This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participate in the training and coaching of the Servicing staff, investigate, and resolve escalated issues, responsible for providing lead support in the absence of a Supervisor and complete other work as assigned.

This position may require occasional travel as needed to support business operations.

ESSENTIAL DUTIES AND 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 Supervisor is absent
• Document all interactions with agents / Update coaching log
• Communicate professionally with internal and external customers
• Other duties as assigned
• Making sure things get done in a timely manner and send reminders.

ESSENTIAL KNOWLEDGE, SKILL & LICENSES:

• 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 team work awareness
• Maintain confidentiality with personnel and management issues

Pay Rate

• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

What do we offer?

• Medical, Dental, and Vision benefits
• Life Insurance and Long-term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Employee Loan Assistance
• Annual Flu Shot
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• HGym (available in our Los Angeles, CA & Dallas, TX office)
• Rental Car Discounts, Dell Member Purchase Program
• UKG Wallet

Acknowledgment

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.