30-Day Collections Department Lead

Hankey Group External•Agoura Hills, CA

About The Position

Under minimal supervision, the 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 call center staff, investigate and resolve escalated issues, responsible for providing lead support in the absence of a Supervisor 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 teamwork awareness
Maintain confidentiality with personnel and management issues
Must be willing to work overtime, weekends, and evening shifts.

Nice To Haves

Bilingual (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 the Supervisor is absent
Document all interactions with agents / Update coaching log
Communicate professionally with internal and external customers
Making sure things get done in a timely manner.
Send Reminders.
Other duties as assigned

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
Metro Tap Card and Metro-link Reimbursement
Westlake University, Certification Programs
Career Path Opportunities
Discounts on Parks, Museums, Movie Tickets, and Attractions
AT&T Wireless Discounts
Employee Loan Assistance
Onsite Yoga, Treadmill Desks
Annual Flu Shots, Biometric Screenings
Paid Vacations Days
Paid Sick days
Paid holidays
Gym
Rental Car Discounts
Dell Member Purchase Program