Impactful Collections Ops Lead: Coaching & Coverage

Westlake Financial; Agoura Hills (CA); On-site; USD 23,000 - 29,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K matching

Employee Stock Ownership Program

Onsite Yoga

Paid vacation days

Paid holidays

Wellness program

Metro/Transit benefits

Job summary

Westlake Financial is seeking an Department Lead to assist the Management Team in overseeing the call center. You will ensure proper coverage, review reports, coach staff, resolve escalations, and support the team in the supervisor's absence.

The role emphasizes effective communication, adherence to policies, and timely execution of tasks, with overtime and weekend hours as needed. Join a growing, dynamic department within a major financial services company.

Qualifications

• Ability to interpret and explain policies and procedures.
• Exercise sound judgment in decision-making.
• Excellent organization and prioritization skills.
• Use proper grammar and email etiquette, including accurate spelling and 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.
• Send reminders to ensure tasks are completed on schedule.
• Other duties as assigned.

Skills

Policy interpretation

Judgment in decisions

Organization

Email etiquette

Calm under pressure

Training delivery

Time management

Interpersonal skills

Confidentiality

Bilingual Spanish

Overtime flexibility

Job description

Westlake Financial is seeking an Department Lead to assist the Management Team in overseeing the call center. You will ensure proper coverage, review reports, coach staff, resolve escalations, and support the team in the supervisor's absence.

The role emphasizes effective communication, adherence to policies, and timely execution of tasks, with overtime and weekend hours as needed. Join a growing, dynamic department within a major financial services company.