Department Lead - Loss Recovery Collection (Finance)

TL;DR

Department Lead - Loss Recovery Collection (Finance): Overseeing the loss recovery department and assisting the management team with an accent on call volume coverage, compliance reporting, and staff development. Focus on resolving escalated customer issues, coaching agents to improve performance, and ensuring operational efficiency in the absence of a supervisor.

Location: Onsite in Los Angeles, CA, USA

Salary: $20.50 per hour plus bonus potential

Company

A $18.2 billion financial services corporation specializing in automotive financing and loss recovery.

What you will do

• Oversee daily department operations and ensure proper coverage for call volumes.
• Monitor live reports and phone calls to ensure compliance and proper handling.
• Provide coaching and training to servicing staff to improve performance.
• Act as the primary lead and point of contact in the absence of a Supervisor.
• Investigate and resolve escalated customer issues professionally.
• Document all agent interactions and maintain detailed coaching logs.

Requirements

• Must be based in or able to work onsite in Los Angeles, CA.
• Ability to interpret and explain complex policies and procedures.
• Strong organizational and prioritization skills with the ability to meet daily deadlines.
• Proficiency in professional grammar and email etiquette.
• Proven ability to diffuse hostile callers and handle conflict.
• Experience in developing and delivering training materials.

Nice to have

• Bi-lingual proficiency in Spanish.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision benefits.
• 401K matching and Employee Stock Ownership Program (ESOP) with company matching.
• Paid vacation, sick days, and holidays.
• Wellness programs and on-site gym access (Los Angeles and Dallas offices).
• Commuter benefits including Metro Tap Card and Metro-link reimbursement for LA employees.
• Life insurance, long-term disability, and Flexible Spending Account (FSA).