Loss Recovery Operations Lead (Coaching & Coverage)

Hankey Group External; Los Angeles (CA); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

401K match

Employee Stock Ownership Program

Wellness Programs

Metro Reimbursement

Career Path Opportunities

Paid Vacations

Paid Sick Days

Paid Holidays

HGym access

Rental Car Discounts

Job summary

Hankey Group External is seeking a Servicing Department Lead in Los Angeles, CA to assist the Management Team with scheduling coverage, reviewing reports for compliance, and coaching staff. You may travel to support operations as needed.

Responsibilities include monitoring live reports, overseeing calls, and leading the team in the Supervisor's absence while maintaining professionalism with customers and internal teams.

Qualifications

• Experience interpreting policies and procedures.
• Ability to exercise sound judgment.
• Strong organization and prioritization skills.
• Professional email etiquette and grammar.
• Diffuse hostile callers.
• Develop and deliver training.
• Work under tight deadlines.
• Strong interpersonal skills and teamwork.
• Maintain confidentiality.
• Bilingual Spanish is a plus.

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 and update coaching log.
• Communicate professionally with internal and external customers.
• Other duties as assigned.
• Make sure tasks get done in a timely manner and send reminders.

Skills

Policy interpretation

Judgment

Organization

Email etiquette

Conflict de-escalation

Training delivery

Time management

Interpersonal skills

Confidentiality

Bilingual Spanish

Tools

N/A

Job description

Hankey Group External is seeking a Servicing Department Lead in Los Angeles, CA to assist the Management Team with scheduling coverage, reviewing reports for compliance, and coaching staff. You may travel to support operations as needed.

Responsibilities include monitoring live reports, overseeing calls, and leading the team in the Supervisor's absence while maintaining professionalism with customers and internal teams.