Department Lead - Loss Recovery Collection

Under minimal supervision, the Servicing Department Lead assists the Management Team with overseeing the department. This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participate in the training and coaching of the Servicing staff, investigate, and resolve escalated issues, responsible for providing lead support in the absence of a Supervisor and complete other work as assigned. This position may require occasional travel as needed to support business operations. Essential Duties And Responsibilities Monitor live reports and address concerns when identifiedMonitor phone calls to ensure proper handlingCoach agents as needed or directedStep in to lead a team when Supervisor is absentDocument all interactions with agents / Update coaching logCommunicate professionally with internal and external customersOther duties as assignedMaking sure things get done in a timely manner and send reminders. Essential Knowledge, Skill & Licenses Ability to interpret and explain policies and procedures to othersExercise sound judgment when making decisionsExcellent organization and prioritization skills Use proper grammar and email etiquette including accurate spelling and correct vocabularyDiffuse hostile callersDevelop and deliver trainingAbility to work under time constraints and daily deadlinesGood interpersonal skills and team work awarenessMaintain confidentiality with personnel and management issuesBi-lingual (Spanish) a plus Pay Rate $20.50 per hour plus bonus potential The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable. What do we offer? Medical, Dental, and Vision benefits Life Insurance and Long-term disability plans Flexible Spending Account 401K matching Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching Wellness Programs Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only) Career Path Opportunities Discounts on Parks, Museums, Movie Tickets, and Attractions Employee Loan Assistance Annual Flu ShotPaid Vacations Days Paid Sick days Paid holidays HGym (available in our Los Angeles, CA & Dallas, TX office) Rental Car Discounts, Dell Member Purchase Program UKG Wallet Acknowledgment We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.