Collection Supervisor

Under minimal supervision, the Servicing Department Supervisor assists the Management Team with overseeing the department. This includes ensuring proper coverage for call volume, reviewing reports for compliance, training and coaching staff, investigating and resolving escalated issues, and providing lead support.

Responsibilities

• 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 collectors.
• 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.
• Maintains continuous coaching and development of staff.
• Maintains weekly and monthly account audits and call scoring.
• Maintains accurate and current attendance and coaching logs.
• Completes weekly, monthly, and annual reviews of staff.
• Maintains confidentiality with personnel and management issues.
• Coaches agents as needed or directed.
• Directly supervises 8-14 employees in the Servicing Department.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws, including interviewing, hiring, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Requirements

• High School Diploma (required).
• College Degree (preferred).
• Minimum 2 years in a supervisor or manager role with a team of 5 or more direct reports.
• 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.
• Ability to diffuse hostile callers.
• Ability to develop and deliver training.
• Ability to work under time constraints and daily deadlines.
• Good interpersonal skills and teamwork awareness.
• Bi-lingual (Spanish) a plus.
• Must be able to maintain an 8-hour shift; flexible schedule required, including willingness to work overtime, weekends, and evening shifts.
• Light travel will be required.

Pay

$25.00 per hour plus bonus potential.

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 Vacation Days.
• Paid Sick Days.
• Paid Holidays.
• Rental Car Discounts.
• Dell Member Purchase Program.
• UKG Wallet.

About Us

People. Purpose. Passion. These are the hallmarks of Westlake Financial and have been since our inception in 1988. Westlake specializes in prime to sub-prime automotive financing, helping car dealerships do what they do best: sell cars. Our unique credit approval software (known as "The Buy Program") allows dealers to get an on-the-spot loan approval without waiting for callbacks, faxbacks, or rehashes. Westlake Financial is an internet-based, privately held finance company that specializes in the acquisition and servicing of sub-prime and non-prime automotive retail installment contracts. Headquartered in Southern California, Westlake originates indirect retail installment contracts through a network of 21,000 new and used car dealers throughout the United States. All collections and servicing are performed in-house from its central facility located in the Mid-Wilshire area of Los Angeles.