Hankey Group
60-Day Collections Department Lead
Join to apply for the
60-Day Collections Department Lead
role at
Hankey Group .
Under minimal supervision, the 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 call center staff, investigating and resolving escalated issues, providing lead support in the absence of a Supervisor, and completing 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 the Supervisor is absent
Document all interactions with agents / Update coaching log
Communicate professionally with internal and external customers
Make sure things get done in a timely manner; send reminders
Other duties as assigned
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 teamwork awareness
Maintain confidentiality with personnel and management issues
Bilingual (Spanish) a plus
Must be willing to work overtime, weekends, and evening shifts
Pay Rate
$19.50 per hour plus bonus potential $708.33 based on department performance.
Exact starting compensation will be determined at the time of hire and will depend on factors such as geographic location, skill set, experience, education, credentials, and licensure when applicable.
Full Time 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
Metro Tap Card and Metro-link Reimbursement
Westlake University, Certification Programs
Career Path Opportunities
Discounts on Parks, Museums, Movie Tickets, and Attractions
AT&T Wireless Discounts
Employee Loan Assistance
Onsite Yoga, Treadmill Desks
Annual Flu Shots, Biometric Screenings
Paid Vacations Days
Paid Sick days
Paid holidays
Gym
Rental Car Discounts
Dell Member Purchase Program
Acknowledgments We will consider all qualified applicants, including those with criminal histories, in a manner consistent with 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. Equal access to employment, services, and programs is available to all persons. Those requiring reasonable accommodation should notify a representative of the organization.
Seniority level
Mid‑Senior level
Employment type
Full-time
Job function
Accounting/Auditing and Finance
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60-Day Collections Department Lead
role at
Hankey Group .
Under minimal supervision, the 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 call center staff, investigating and resolving escalated issues, providing lead support in the absence of a Supervisor, and completing 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 the Supervisor is absent
Document all interactions with agents / Update coaching log
Communicate professionally with internal and external customers
Make sure things get done in a timely manner; send reminders
Other duties as assigned
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 teamwork awareness
Maintain confidentiality with personnel and management issues
Bilingual (Spanish) a plus
Must be willing to work overtime, weekends, and evening shifts
Pay Rate
$19.50 per hour plus bonus potential $708.33 based on department performance.
Exact starting compensation will be determined at the time of hire and will depend on factors such as geographic location, skill set, experience, education, credentials, and licensure when applicable.
Full Time 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
Metro Tap Card and Metro-link Reimbursement
Westlake University, Certification Programs
Career Path Opportunities
Discounts on Parks, Museums, Movie Tickets, and Attractions
AT&T Wireless Discounts
Employee Loan Assistance
Onsite Yoga, Treadmill Desks
Annual Flu Shots, Biometric Screenings
Paid Vacations Days
Paid Sick days
Paid holidays
Gym
Rental Car Discounts
Dell Member Purchase Program
Acknowledgments We will consider all qualified applicants, including those with criminal histories, in a manner consistent with 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. Equal access to employment, services, and programs is available to all persons. Those requiring reasonable accommodation should notify a representative of the organization.
Seniority level
Mid‑Senior level
Employment type
Full-time
Job function
Accounting/Auditing and Finance
#J-18808-Ljbffr