Collections Supervisor - WPM

Hankey Group External•Los Angeles, CA

1d•$25

About The Position

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.

Requirements

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.
High School Diploma; required
Minimum 2 years in a supervisor or manager role with a team of 5 or more direct reports

Nice To Haves

College Degree; preferred
Bi-lingual (Spanish) a plus

Responsibilities

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
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.
Maintain confidentiality with personnel and management issues

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 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