Westlake Services, LLC
Department Lead - Pre30s Collection
Westlake Services, LLC, Dallas, Texas, United States, 75215
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, participating in the training and coaching of the Servicing staff, investigating and resolving escalated issues, providing lead support in the absence of a Supervisor, and completing other work as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES:Monitor live reports and address concerns when identifiedMonitor phone calls to ensure proper handlingCoach agents as needed or directedStep in to lead a team when Supervisor is absentDocument all interactions with agents / Update coaching logCommunicate professionally with internal and external customersOther duties as assignedEnsure timely completion of tasks and send reminders.ESSENTIAL KNOWLEDGE, SKILL & LICENSES:Ability to interpret and explain policies and procedures to othersExercise sound judgment when making decisionsExcellent organization and prioritization skillsUse proper grammar and email etiquette including accurate spelling and correct vocabularyDiffuse hostile callersDevelop and deliver trainingAbility to work under time constraints and daily deadlinesGood interpersonal skills and teamwork awarenessMaintain confidentiality with personnel and management issuesFULL TIME BENEFITS:Medical, Dental, and Vision benefitsLife Insurance, Flexible Spending Account401K matchingEmployee Stock Ownership Program in a $14.2 Billion Company, plus company matchingWellness Program, Daily Team ExercisesWestlake University, Certification ProgramsDiscounts on Parks, Museums, Movie Tickets, and AttractionsAT&T Wireless DiscountsEmployee Loan AssistanceAnnual Flu Shots, Biometric ScreeningsPaid Vacation DaysPaid Sick DaysPaid HolidaysRental Car DiscountsDell Member Purchase ProgramACKNOWLEDGMENTS:We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.
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ESSENTIAL DUTIES AND RESPONSIBILITIES:Monitor live reports and address concerns when identifiedMonitor phone calls to ensure proper handlingCoach agents as needed or directedStep in to lead a team when Supervisor is absentDocument all interactions with agents / Update coaching logCommunicate professionally with internal and external customersOther duties as assignedEnsure timely completion of tasks and send reminders.ESSENTIAL KNOWLEDGE, SKILL & LICENSES:Ability to interpret and explain policies and procedures to othersExercise sound judgment when making decisionsExcellent organization and prioritization skillsUse proper grammar and email etiquette including accurate spelling and correct vocabularyDiffuse hostile callersDevelop and deliver trainingAbility to work under time constraints and daily deadlinesGood interpersonal skills and teamwork awarenessMaintain confidentiality with personnel and management issuesFULL TIME BENEFITS:Medical, Dental, and Vision benefitsLife Insurance, Flexible Spending Account401K matchingEmployee Stock Ownership Program in a $14.2 Billion Company, plus company matchingWellness Program, Daily Team ExercisesWestlake University, Certification ProgramsDiscounts on Parks, Museums, Movie Tickets, and AttractionsAT&T Wireless DiscountsEmployee Loan AssistanceAnnual Flu Shots, Biometric ScreeningsPaid Vacation DaysPaid Sick DaysPaid HolidaysRental Car DiscountsDell Member Purchase ProgramACKNOWLEDGMENTS:We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.
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