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Credit Union Leasing of America (CULA) · 4 months ago

Junior Collection Supervisor

Agoura Hills, California, United States

Full-time

Onsite

Entry Level

$22/hr - $22/hr

2+ years exp

Westlake Financial is the largest privately held auto finance company in the Nation, seeking a Junior Collection Supervisor for their Servicing Department. The role involves assisting the management team in overseeing the department, ensuring proper call coverage, training staff, and resolving escalated issues.

Financial Services

Responsibilities

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

Qualification

Supervisory experienceTrainingDevelopmentCommunication skillsBilingual (Spanish)Organizational skillsInterpersonal skillsDecision-making skillsWork under pressure