Jr. Supervisor - Pre30s

Knight Insurance Group•Las Vegas, NV

3h•Onsite

About The Position

Westlake Financial is the largest privately held auto finance company in the Nation, committed to growth by hiring and developing talent. With 30% year-over-year growth and assets of $2.26 Billion, Westlake is expanding its presence in the Auto Finance Industry, serving over 22,000 dealer partners across North America. The Servicing Department Junior Supervisor assists the Management Team in overseeing the department, ensuring proper call volume coverage, reviewing reports for compliance, participating in staff training and coaching, investigating and resolving escalated issues, providing lead support, and completing other assigned work. Westlake Financial is an Internet-based, privately held finance company specializing in the acquisition and servicing of sub-prime and non-prime automotive retail installment contracts, headquartered in Southern California with all collections and servicing performed in-house from its central facility in the Mid-Wilshire area of Los Angeles.

Requirements

Ability to work under pressure and consistently meet project deadlines
Must be able to work a flexible schedule including weekends, evenings, and extended hours
Light travel will be required
Maintain confidentiality with personnel and management issues
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
Must be able to maintain an 8-hour shift
Flexible schedule required
Must be willing to work overtime, weekends, and evening shifts
Occasional travel as needed to support business operations
High School Diploma
Minimum 2 years in a Supervisor or manager role with a team of 5 or more direct reports

Nice To Haves

Bi-lingual (Spanish)
College Degree

Responsibilities

Assist the Management Team with overseeing the department
Ensure proper coverage for call volume throughout the day
Review various reports for compliance purposes
Participate in the training and coaching of the Servicing staff
Investigate and resolve escalated issues
Provide led support
Complete other work as assigned
Understand all department’s services, procedures and guidelines and communicate to all team members
Monitor live reports and communicate concerns when identified
Monitor phone calls to ensure proper handling
Maintain weekly and monthly account audits and call scoring
Maintain accurate and current attendance
Document all interactions with agents / Update coaching log
Conduct regular review of call center agents' performance and organize training sessions for under performers
Maintain continuous coaching and development of staff
Complete weekly, monthly, and annual reviews of staff
Communicate professionally with internal and external customers
Coach agents through challenging customer calls, diffusing escalated conversations or stepping in to assist with actual calls when needed
Directly supervise 15 or more employees in the Servicing Department
Review delinquent account records to determine which customers must be contacted for collection of overdue accounts
Organize collection workload according to degree and amount of delinquency and assign accounts to workers for collection
Monitor staff and recommend telephone techniques used by Collector
Verify accuracy of accounts
Authorize or refer accounts for repossession and legal actions against debtors
Assist subordinates with collection activities in difficult cases
Supervise and coordinate activities of clerical workers in related activities
Determine work procedures, prepare work schedules, and expedite workflow
Issue written and oral instructions
Examine work for exactness, neatness, and conformance to policies and procedures
Study and standardize procedures to improve efficiency of subordinates
Maintain harmony among workers and resolve grievances
Prepare composite reports from individual reports of subordinates
Adjust errors and complaints
Carry out Supervisory responsibilities in accordance with the organization's policies and applicable laws
Interview, hire, and train employees
Plan, assign, and direct work
Appraise performance
Reward and coach employees
Address complaints and resolve problems

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