Westlake Direct, LLC.
headquartered in Los Angeles, CA, is a direct automotive lender in the United States.
Founded in 2012, we remain a fast-growing organization, actively lending in all 38 states with plans to expand nationwide.
We are always looking to acquire talented individuals as we expand our presence in the Direct Auto Finance Industry.
Westlake Direct believes in PEOPLE with the PURPOSE and PASSION to assist our customers and growing partnerships across North America.
The quality assurance specialist will assist in general auditing the department, including but not limited to monitoring calls to ensure best practices are followed and ensure proper documentation is collected on all funded loans.
The QA will keep track of areas of opportunity, agent scores, document significant or frequent errors and provide feedback on how to improve systems and overall loan workflow.
Duties:
Ensure quality of end to end loan journey
Audit and monitor agent calls
Provide training material and job aids on how to improve call flow and handling
Maintain report on agent quality scores
Conduct monthly audit of all department practices and provide summary
Ensure proper loan documentation is collected
Ensure funded loans and contracts match Approval details
Determines if proper exceptions have been satisfied based on management approval and underwriting guidelines
Documents and communicates significant or frequent errors and discrepancies
Ensures collection of DMV paperwork from customers
Mails time sensitive payoff checks to lienholders
Experience Required:
Automotive, Finance, Sales and Lending Experience; beneficial
Previous Call Center or Loan Processing Experience; preferred
Quality Control Experience; preferred
Knowledge and Skills:
Positive and “Can-Do” attitude
Ability to work in a high-volume, fast paced environment
Ability to multi-task
Bilingual (English/Spanish); required
Excellent knowledge of Microsoft Office (Office 365, Excel, Word, Outlook); required
Strong computer skills and adaptability to new technology
Education:
Minimum of a High School diploma or equivalent, required