- Understand and communicate department services, procedures, and guidelines to the team.
- Monitor live reports and address concerns promptly.
- Ensure proper handling of phone calls.
- Conduct weekly and monthly account audits and call scoring.
- Maintain accurate attendance records.
- Document all agent interactions and update coaching logs.
- Regularly review agents' performance and conduct training sessions as needed.
- Provide continuous coaching and development to staff.
- Conduct regular performance reviews of staff.
- Handle difficult customer calls and assist in resolving issues.
- Supervise a team of 15 or more employees in the Servicing Department.
- Work well under pressure and meet project deadlines consistently.
- Flexible schedule required, including weekends, evenings, and extended hours.
- Light travel may be necessary.
- Maintain confidentiality regarding personnel and management matters.
- Ability to interpret and convey policies and procedures clearly.
- Demonstrate sound judgment in decision-making.
- Strong organizational and prioritization skills.
- Excellent written communication with proper grammar and email etiquette.
- Handle challenging callers with diplomacy.
- Design and deliver effective training programs.
- Work efficiently under time constraints and meet daily deadlines.
- Good interpersonal skills and team-oriented mindset.
- Proficiency in Spanish is a plus.
- Flexible schedule and ability to work an 8-hour shift with overtime, weekends, and evening shifts.
- High School Diploma required.
- College Degree preferred.
- Minimum 2 years in a Supervisor or manager role overseeing a team of 5 or more direct reports.
- Ability to interpret and convey policies and procedures clearly.
- Demonstrate sound judgment in decision-making.
- Strong organizational and prioritization skills.
- Excellent written communication with proper grammar and email etiquette.
- Handle challenging callers with diplomacy.
- Design and deliver effective training programs.
- Work efficiently under time constraints and meet daily deadlines.
- Good interpersonal skills and team-oriented mindset.
- Proficiency in Spanish is a plus.
- Flexible schedule and ability to work an 8-hour shift with overtime, weekends, and evening shifts.
- Employee Information.
- $19.25 per hour plus bonus potential.
- The exact compensation will be determined based on various factors, including location, skill set, experience, education, and credentials.
- Medical, Dental, and Vision benefits.
- Life Insurance, Flexible Spending Account.
- 401K matching.
- Employee Stock Ownership Program, plus company matching.
- Wellness Program, Daily Team Exercises.
- Training Programs, Career Growth Opportunities.
- Various Discounts and Benefits.
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Jr. Supervisor - Dallas, United States - Hankey Group External
Description
Westlake Financial is the largest privately held auto finance company in the Nation.
We are dedicated to expanding our team by hiring individuals who embody the values of Westlake World, our unique culture. By selecting the most suitable candidates and investing in their growth, we transform them into Westlake Warriors, our valuable team members.
With a remarkable 30% year-over-year growth and assets totaling 2.26 Billion, we are continuously seeking skilled professionals to join us as we extend our footprint in the Auto Finance Industry. At Westlake Financial, we value individuals with the drive and enthusiasm to support our vast network of over 22,000 dealer partners across North America.
WESTLAKE WARRIOR | Servicing Department Junior Supervisor
Working under minimal supervision, the Servicing Department Junior Supervisor collaborates with the Management Team to oversee operations within the department. This role involves maintaining adequate call coverage throughout the day, ensuring compliance through report reviews, participating in staff training and development, handling escalated issues, providing led support, and completing additional assigned tasks.
DUTIES, TASKS, RESPONSIBILITIES (include, but not limited to):
KNOWLEDGE, SKILLS, LICENSES
EDUCATION
EXPERIENCE
RESPONSIBILITIES
CONFIDENTIAL DATA
Pay Rate:
FULL TIME BENEFITS
ABOUT US
Westlake Financial is a leading auto finance company established in 1988. Specializing in prime to sub-prime automotive financing, our innovative credit approval software streamlines the loan approval process for dealerships. Based in Southern California, we operate nationwide through a vast network of car dealerships, providing exceptional service to our dealers and customers.
ACKNOWLEDGMENTS
We're committed to fair employment practices, welcoming all qualified candidates regardless of their background. Our hiring process complies with applicable laws, ensuring equal opportunities for all applicants. We uphold a discrimination-free workplace and provide accommodations for individuals requiring assistance during the application process.
