Under minimal supervision, the Servicing Department Supervisor 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 and complete other work as assigned.

• DUTIES, TASKS, RESPONSIBILITIES (include, but not limited to)

  • Reviews delinquent account records to determine which customers must be contacted for collection of overdue accounts.
  • Organizes collection work load 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.
  • Maintain continuous coaching and development of staff
  • Maintain weekly and monthly account audits and call scoring
  • Maintain accurate and current attendance and coaching logs
  • Complete weekly, monthly and annual reviews of staff
  • Must be able to work a flexible schedule including weekends, evenings and extended hours
  • Light travel will be required

  KNOWLEDGE, SKILLS, LICENSES

  • 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
  • Diffuse hostile callers
  • Develop and deliver training
  • Ability to work under time constraints and daily deadlines
  • Good interpersonal skills and team work awareness
  • Bi-lingual (Spanish) a plus
  • Must be able to maintain an 8 hour shift; Flexible schedule required; must be willing to work overtime, weekends and evening shifts.

  EDUCATION

  • High School Diploma; required
  • College Degree; preferred

  EXPERIENCE

  • Minimum 2 years in a supervisor or manager role with a team of 5 or more direct reports

  PHYSICAL DEMANDS

  • None

  SUPERVISOR RESPONSIBILITIES

  • Maintain confidentiality with personnel and management issues
  • Coach 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.
  • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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, fax-backs, 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.
Westlake's success didn't just happen overnight. It took years of hard work, cultivation, and smart intuition to get to where we are today. Not content to rest on our laurels, Westlake continues to build and refine, always keeping our dealers and customers in mind.

CONTACT US

https://www.westlakefinancial.com/careers/

ACKNOWLEDGMENTS

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.