Servicing Team Lead & Training Coach

Westlake Financial Services; Los Angeles (CA); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K matching

Life Insurance

Job summary

Westlake Financial Services is seeking a Servicing Department Lead to assist the Management Team by ensuring proper coverage for call volume, reviewing reports for compliance, training and coaching staff, and resolving escalated issues. Occasional travel may be required to support business operations.

You will monitor live reports, oversee calls, document interactions, and maintain professional communication with internal and external customers.

Qualifications

• Ability to interpret and explain policies and procedures to others
• Exercise sound judgment when making decisions
• Excellent organization and prioritization skills
• Use proper grammar and email etiquette including accurate spelling and correct vocabulary
• Diffuse hostile callers
• Develop and deliver training
• Ability to work under time constraints and daily deadlines
• Good interpersonal skills and team work awareness
• Maintain confidentiality with personnel and management issues
• Bi-lingual (Spanish) 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 / Update coaching log
• Communicate professionally with internal and external customers
• Other duties as assigned
• Making sure things get done in a timely manner and send reminders.

Job description

Westlake Financial Services is seeking a Servicing Department Lead to assist the Management Team by ensuring proper coverage for call volume, reviewing reports for compliance, training and coaching staff, and resolving escalated issues. Occasional travel may be required to support business operations.

You will monitor live reports, oversee calls, document interactions, and maintain professional communication with internal and external customers.