Collection Supervisor

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, participating in the training and coaching of the Servicing staff, investigating and resolving escalated issues, and providing lead support while completing other assigned work. DUTIES, TASKS, 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. Must be able to work a flexible schedule including weekends, evenings and extended hours. Light travel will be required. KNOWLEDGE, SKILLS, LICENCES 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 teamwork awareness. Bi‑lingual (Spanish) a plus. Must be able to 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 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 supervise 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. PAY RATE $25.00 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. FULL‑TIME BENEFITS Medical, Dental, and Vision benefits. Life Insurance, Flexible Spending Account. 401K matching. Employee Stock Ownership Program. 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. 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. #J-18808-Ljbffr