Westlake Financial is seeking a Junior Collection Supervisor to oversee the Servicing Department. The role involves ensuring proper coverage for call volume, reviewing reports for compliance, training and coaching staff, investigating and resolving escalated issues, and providing leadership support.
Requirements
- Understand all department’s services, procedures and guidelines and communicate to all team members.
- Monitor live reports and communicate concerns when identified.
- Monitor phone calls to ensure proper handling.
- Maintain weekly and monthly account audits and call scoring.
- Maintain accurate and current attendance.
- Document all interactions with agents / Update coaching log.
- Conduct regular review of call center agents' performance and organize training sessions for under performers.
- Maintain continuous coaching and development of staff.
- Complete weekly, monthly, and annual reviews of staff.
- Communicate professionally with internal and external customers.
- Coach agents through challenging customer calls, diffusing escalated conversations or stepping in to assist with actual calls when needed.
- Directly supervises 15 or more employees in the Servicing Department.
- Ability to work under pressure and consistently meet project deadlines.
- Must be able to work a flexible schedule including weekends, evenings, and extended hours.
- Light travel will be required.
- Maintain confidentiality with personnel and management issues.
- Reviews delinquent account records to determine which customers must be contacted for collection of overdue accounts.
- Organizes collection workload according to degree and amount of delinquency and assigns accounts to workers for collection.
- Monitors staff and recommends telephone techniques used by Collector.
- Verifies accuracy of accounts.
- Authorizes or refers accounts for repossession and legal actions against debtors.
- Assists subordinates with collection activities in difficult cases.
- Supervises and coordinates activities of clerical workers in related activities.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Issues written and oral instructions.
- Examines work for exactness, neatness, and conformance to policies and procedures.
- Studies and standardizes procedures to improve efficiency of subordinates.
- Maintains harmony among workers and resolves grievances.
- Prepares composite reports from individual reports of subordinates.
- Adjusts errors and complaints.
- Directly supervises 15 or more employees in the Servicing Department.
- Carries out Supervisory responsibilities in accordance with the organization's policies and applicable laws.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.
Benefits
- Medical, Dental, and Vision benefits
- Life Insurance, Flexible Spending Account
- 401K matching
- Employee Stock Ownership Program in a $14.2 Billion Company, plus company matching
- Wellness Program, Daily Team Exercises
- Westlake University, Certification Programs
- Career Path Opportunities
- Discounts on Parks, Museums, Movie Tickets, and Attractions
- AT&T Wireless Discounts
- Employee Loan Assistance
- Annual Flu Shots, Biometric Screenings
- Paid Vacations Days
- Paid Sick Days
- Paid Holidays
- Rental Car Discounts
- Dell Member Purchase Program
- UKG Wallet
