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Department Lead | 60 Day Collections

The Hankey Group Los Angeles Full-Time
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Under minimal supervision, the Collection Lead Assistant Supervisor 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.

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. Send Reminders.

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
• Must be able to maintain an 8 hour shift Monday-Friday; Flexible schedule required; must be willing to work overtime, weekends and evening shifts.

ACKNOWLEDGMENTS

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.

 

Skills required

Clerical Works
Typing
Data Entry
Filing
Microsoft Outlook
Telephone Skills
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Job ID: DEPAR03571

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In 1958, the Hankey Family owned 25% of Midway Ford; Don Hankey acquired full ownership of the Ford franchise dealership in 1972. Midway Ford is the originating company of the Hankey Group. Midway Car Rental and Westlake Financial Services began as complimentary business extensions of Midway Ford, providing rental car service and financing to Midway Ford customers who couldn’t get financing elsewhere. Each Hankey Group company holds a symbiotic relationship to the other. HFC Acceptance, a fleet finance and leasing company, focused on commercial financing to rental agencies that purchased vehicles from Midway Ford. Nowcom’s DealerCenter provides a multi-lender and DMS platform for used car dealerships, featuring Westlake Financial Services as a preferred lender. Additionally, Nowcom provides IT support for all Hankey Group companies. Hankey Investment Company is a private real estate investment firm that procures real estate for Hankey Group and manages around $1.7B in assets, comprised of real properties ($743M) and commercial loans ($972M). Since 1985, Knight Insurance Company, a Cayman Islands company, together with its domestic affiliates KnightBrook Insurance Company and Knight Specialty Insurance Company, have partnered with North Hollywood Toyota, Westlake Financial and Midway Auto Group to provide consumers with various auto-related insurance products and services.

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