Jr. Supervisor - Pre30s

Servicing Department Junior Supervisor Responsibilities Understand and communicate department services, procedures, and guidelines to 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 records. Document all interactions with agents and update the coaching log. Conduct regular performance reviews of call center agents and organize training sessions for under‑performers. Provide continuous coaching and development of staff. Complete weekly, monthly, and annual staff reviews. Communicate professionally with internal and external customers. Coach agents through challenging calls, diffuse escalated conversations, or step in to assist with calls when needed. Directly supervise 15 or more employees in the Servicing Department. Work under pressure and consistently meet project deadlines. Work a flexible schedule including weekends, evenings, and extended hours. Travel lightly as required. Maintain confidentiality regarding personnel and management issues. Review delinquent account records to determine which customers must be contacted for collection of overdue accounts. Organize collection workload, allocate accounts, and assign them to workers for collection. Monitor staff and recommend telephone techniques used by collectors. Verify accuracy of accounts. Authorize or refer accounts for repossession and legal actions against debtors. Assist subordinates with collection activities in difficult cases. Supervise and coordinate the activities of clerical workers in related tasks. Determine work procedures, prepare schedules, and expedite workflow. Issue written and oral instructions. Examine work for accuracy, neatness, and conformance to policies. Study and standardize procedures to improve efficiency. Maintain harmony among workers and resolve grievances. Prepare composite reports from individual reports of subordinates. Adjust errors and complaints. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Interview, hire, train employees; plan, assign, and direct work; appraise performance; reward and coach employees; address complaints and resolve problems. Skills & Qualifications 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. Work under time constraints and meet daily deadlines. Good interpersonal skills and teamwork awareness. Bi‑lingual (Spanish) a plus. Must maintain an 8‑hour shift; flexible schedule required; willing to work overtime, weekends, and evening shifts. Education High School Diploma required; College Degree preferred. Experience Minimum 2 years in a supervisory or managerial role with 5 or more direct reports. Pay Rate $22.00 per hour plus bonus potential. Exact starting compensation will be determined at the time of hiring. Benefits Medical, Dental, and Vision benefits. Life Insurance, Flexible Spending Account. 401(k) matching. Employee Stock Ownership Program. Wellness Program and daily team exercises. Westlake University and certification programs. Career path opportunities. Discounts on parks, museums, movie tickets, and attractions. AT&T Wireless discounts. Employee loan assistance. Annual flu shots and biometric screenings. Paid vacation days, paid sick days, and paid holidays. Rental car discounts. Dell member purchase program. UKG Wallet. EEO Statement We are an equal opportunity employer and do not discriminate in employment. We will consider applicants with criminal histories, in compliance with all applicable laws and ordinances, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Equal access is available to all persons. Applicants requiring reasonable accommodation to the application or interview process should notify a representative. #J-18808-Ljbffr Hankey Group