Collection Supervisor

Westlake Services, LLC | LV Corp
300 S 4th St
Las Vegas, NV 89101, USA

Westlake Services, LLC | LV Corp
300 S 4th St
Las Vegas, NV 89101, USA

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
• 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.

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.

FULL TIME 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…