Servicing Collections Team Lead

Hankey Group External; Agoura Hills (CA); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance, FSA

401K matching

Employee Stock Ownership Program

Paid Vacations Days

Paid Holidays

Job summary

Westlake Financial seeks a Servicing Department Supervisor in California to lead daily operations, ensure coverage for call volume, and coach a team of 8–14 agents. You will review reports, resolve escalated issues, and guide staff through policies and procedures.

Responsibilities include conducting weekly/monthly audits, maintaining attendance logs, and providing training. The role requires a High School Diploma and 2+ years in a supervisor role, with optional college degree preferred.

Qualifications

• Interpret and explain policies and procedures clearly.
• Provide sound judgment in decision making and coaching.
• Organize workloads and prioritize tasks effectively.
• Communicate professionally in writing and email.
• Diffuse hostile callers and maintain composure.
• Develop and deliver staff training.
• Meet time-driven deadlines and manage schedules.

Responsibilities

• Oversee delinquent account reviews and determine collections actions.
• Organize workload and assign accounts to staff for collection.
• Monitor staff performance and advise on telephone techniques.
• Verify account accuracy and authorize actions including repossession when needed.
• Coach staff and handle escalated issues with guidance.
• Supervise clerical staff and coordinate related activities.
• Set procedures, schedules, and workflow, and issue instructions.
• Prepare composite reports and maintain coaching logs.

Skills

Policy interpretation

Judgment

Organization

Communication

De-escalation

Training

Time management

Teamwork

Bilingual Spanish

Flexibility

Education

High School Diploma; required

College Degree; preferred

Job description

Westlake Financial seeks a Servicing Department Supervisor in California to lead daily operations, ensure coverage for call volume, and coach a team of 8–14 agents. You will review reports, resolve escalated issues, and guide staff through policies and procedures.

Responsibilities include conducting weekly/monthly audits, maintaining attendance logs, and providing training. The role requires a High School Diploma and 2+ years in a supervisor role, with optional college degree preferred.