Servicing Department Lead: Team Coach & Coverage

Hankey Group; Los Angeles (CA); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

401K matching

Paid vacations and holidays

Employee Wellness programs

Metro/Transit reimbursement

Job summary

Hankey Group in Los Angeles, CA seeks a Servicing Department Lead to assist the Management Team by ensuring call coverage, monitoring live reports, coaching staff, and resolving escalated issues. This role may require travel as needed to support business operations.

Responsibilities include stepping in for the Supervisor when absent, documenting interactions, and maintaining professional communication with customers while supporting training and compliance initiatives.

Qualifications

• Ability to interpret and explain policies and procedures to others.
• Excellent organization and prioritization skills.
• Use proper grammar and email etiquette including accurate spelling and vocabulary.
• Diffuse hostile callers and manage conflicts.
• Develop and deliver training to staff.

Responsibilities

• Monitor live reports and address concerns when identified.
• Monitor phone calls to ensure proper handling.
• Coach agents as needed or directed.
• Lead a team when Supervisor is absent.
• Document interactions with agents and update coaching log.
• Communicate professionally with internal and external customers.
• Other duties as assigned.
• Ensure tasks are completed in a timely manner and send reminders.

Skills

Team leadership

Coaching

Communication

Conflict resolution

Policy interpretation

Time management

Spanish (Bi-lingual)

Job description

Hankey Group in Los Angeles, CA seeks a Servicing Department Lead to assist the Management Team by ensuring call coverage, monitoring live reports, coaching staff, and resolving escalated issues. This role may require travel as needed to support business operations.

Responsibilities include stepping in for the Supervisor when absent, documenting interactions, and maintaining professional communication with customers while supporting training and compliance initiatives.