Department Lead - Loss Recovery Collection

Department Lead - Loss Recovery Collection Job Category: Collections Requisition Number: DEPAR010367 Posted: April 24, 2026 Full-Time Locations Showing 1 location Westlake Services, LLC. | Corporate Office 4751 Wilshire Blvd Suite 100 Los Angeles, CA 90010, USA 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, participating in the training and coaching of the Servicing staff, investigating, and resolving escalated issues, providing lead support in the absence of a Supervisor, and completing other assigned work. This position may require occasional travel as needed to support business operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Monitor live reports and address concerns when identified. Monitor phone calls to ensure proper handling. Coach agents as needed or directed. Step in to lead a team when Supervisor is absent. Document all interactions with agents / Update coaching log. Communicate professionally with internal and external customers. Other duties as assigned. Ensure tasks are completed timely and send reminders.

ESSENTIAL KNOWLEDGE, SKILL & 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. Maintain confidentiality with personnel and management issues. Pay Rate 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) Discounts on Parks, Museums, Movie Tickets, and Attractions Employee Loan Assistance Annual Flu Shot Paid Vacations Days Paid Sick days Paid holidays Gym (available in our Los Angeles, CA & Dallas, TX office) 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. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Westlake Services, LLC