Department Lead - Loss Recovery Collection

Hankey Group External•Los Angeles, CA

About The Position

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, participate in the training and coaching of the Servicing staff, investigate, and resolve escalated issues, responsible for providing lead support in the absence of a Supervisor and complete other work as assigned. This position may require occasional travel as needed to support business operations.

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
Maintain confidentiality with personnel and management issues
Bi-lingual (Spanish) a plus

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
Making sure things get done in a timely manner and send reminders.

Benefits

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)
Career Path Opportunities
Discounts on Parks, Museums, Movie Tickets, and Attractions
Employee Loan Assistance
Annual Flu Shot
Paid Vacations Days
Paid Sick days
Paid holidays
HGym (available in our Los Angeles, CA & Dallas, TX office)
Rental Car Discounts, Dell Member Purchase Program
UKG Wallet