Junior Collection Supervisor

About the role

The Servicing Department Junior Collections Supervisor position is within the Westlake Financial organization, a leading privately held auto finance company.

Responsibilities

• Understand all department’s services, procedures and guidelines and communicate to all team members.
• 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.
• Makes recommendations for 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.

Requirements

• Minimum 2 years in a Supervisor or manager role with a team of 5 or more direct reports.
• Ability to interpret and clearly explain policies and procedures to others.
• Strong decision-making skills with the ability to exercise sound judgment.
• Excellent organization and prioritization abilities.
• Proficiency in written communication, including proper grammar, accurate spelling, and professional email etiquette.
• Skilled in managing and diffusing challenging or hostile callers.
• Experience in developing and delivering training programs.
• Ability to work effectively under time constraints and meet daily deadlines.
• Strong interpersonal skills with a focus on teamwork and collaboration.
• Bilingual in Spanish preferred.
• Must be able to maintain a full 8-hour shift. Flexible schedule required, including willingness to work overtime, weekends, and evening shifts as needed.

Qualifications

• High School Diploma; required.
• College Degree; preferred.

Skills

• Ability to interpret and explain policies and procedures to others.
• Strong decision-making skills with the ability to exercise sound judgment.
• Excellent organizational and prioritization abilities.
• Proficiency in written communication, including proper grammar, accurate spelling, and professional email etiquette.
• Skilled in managing and diffusing challenging or hostile callers.
• Experience in developing and delivering training programs.
• Ability to work effectively under time constraints and meet daily deadlines.
• Strong interpersonal skills with a focus on teamwork and collaboration.
• Bilingual in Spanish preferred.

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.

Pay

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.