Senior Collections Team Lead

Westlake Financial; Agoura Hills (CA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K matching

Employee Stock Ownership Program

Paid vacations

Paid sick days

Paid holidays

Discounts on parks/museums

AT&T wireless discounts

Job summary

Westlake Financial is seeking a Servicing Department Supervisor in Southern California to assist the Management Team in overseeing the department, ensuring coverage for call volume, reviewing reports for compliance, coaching staff, and resolving escalated issues. The role leads a team of 8–14 and entails duties across training, scheduling, and performance oversight.

The position requires a minimum of 2 years in a supervisor role with a team of 5 or more, a High School Diploma (College Degree

Qualifications

• Ability to interpret and explain policies and procedures to others.
• Diffuse hostile callers and coach agents.
• Develop and deliver training to staff.
• Maintain an 8 hour shift with overtime as needed.

Responsibilities

• Oversee the Servicing Department under minimal supervision.
• Ensure coverage for call volume throughout the day.
• Review reports for compliance and performance.
• Coach, develop, and supervise 8–14 staff members.
• Investigate and resolve escalated issues and grievances.
• Direct work procedures, schedules, and workflow.
• Prepare composite reports from subordinates’ data.

Skills

Policy interpretation

Judgment

Organization

Email etiquette

Conflict handling

Training delivery

Time management

Interpersonal skills

Bilingual Spanish

Flexible schedule

Education

High School Diploma

College Degree preferred

Job description

Westlake Financial is seeking a Servicing Department Supervisor in Southern California to assist the Management Team in overseeing the department, ensuring coverage for call volume, reviewing reports for compliance, coaching staff, and resolving escalated issues. The role leads a team of 8–14 and entails duties across training, scheduling, and performance oversight.

The position requires a minimum of 2 years in a supervisor role with a team of 5 or more, a High School Diploma (College Degree