Customer Service Representative (Collections / Recovery)

Location: 

Reno, NV, US

Auto req ID: 8627 
Title: Customer Service Representative (Collections / Recovery) 
Job Function: Loss Mitigation 
Location: RENO 
Company: Harley-Davidson Financial Services 
Full or Part-Time:Full Time  

 

At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?

 

Harley-Davidson Financial Services (HDFS), a wholly-owned subsidiary of Harley-Davidson, Inc., offers a wide range of financial products and services to motorcycle enthusiasts and Harley-Davidson dealerships. Products available to consumers include financing on motorcycles, MotorClothes™, and parts and accessories; cycle insurance; and extended service plans for Harley-Davidson® motorcycles.
 

You’ll play a pivotal role in helping us create the company we want to be. And for our employees and H-D community it’s done through being fair, honest, positive and creative. This isn’t just any company. And yours isn’t just any career. It’s part of your story. Ride with us and make it legendary.

 

HDFS’ Carson City, Nevada office serves as one of the Company's two operations centers. It’s where HDFS first established its roots in 1992. It is also home to Eaglemark Savings Bank, the Company’s lending institution, where all loans are funded. Carson City employees represent the loan origination and servicing business units including Collections, Funding, Underwriting, Dealer Services, and HDFS’ Cycle Insurance business unit. There are also employees who work in Accounting, Legal, Global Information Services, Risk, Enterprise Project Management, and Compliance who call this office home. Join our team as aCustomer Service Representative (Collections / Recovery).

Job Summary

Under general supervision the Recovery Representative is responsible for skip-tracing, repossession of charged-off collateral, and collection of remaining balances via payoff, settlement or payment plan on charged off loans. The Recovery Representative will handle complex customer and vendor issues including working specialty Active Duty accounts. The Recovery Representative will assist with training and identifying areas for improvement.

Job Responsibilities

  • Assigns charged off accounts to external vendors for skip, collection, and/or repossession purposes to locate customers for collection and or repossession of collateral and assist with Post Recovery and Unsecured Account calls to find resolution
  • Determines and effectively collects money through payoff, negotiate settlement or payment arrangements within current thresholds, while maintaining Harley-Davidson Financial Services (HDFS) and customers best interest.
  • Build a solid understanding of various operations within the team, including procedures, protocol with business partners, queue and account workflow/steps/processes, correspondence, along with updating credit bureau agencies.
  • Takes an active role in continuous improvement by identifying opportunities, potential solutions, and implementation of solutions
  • May serve as a resource/mentor to new Recovery representatives along with assisting with training and handling miscellaneous projects as needed.
  • Uses effective time management to ensure customer service experience is satisfactory and meets expectations.
  • Has solid and effective understanding of account workflow (sub-team roles and responsibilities) throughout Servicing and able to interact with all areas within the organization in a professional and effective manner.
  • Protection of information and compliance with the law are  paramount.    Protecting employee, customer and corporate information is everyone's responsibility at Eaglemark Savings Bank.  All employees must follow established safeguards, including policies regarding data protection, segregation of duties, and access to information based solely on business need.    Further, it is the responsibility of all employees to maintain awareness and understanding of relevant laws, regulations, internal policies and procedures, and to comply with all of them.

Education Requirements

Degree Not Required

Experience Requirements

Required

  • Typically requires a minimum of 2 years of related experience.
  • Strong skip-tracing skills and collection knowledge
  • Excellent verbal and written communication skills
  • Proven to consistently evaluate and resolve problems
  • PC Literate including MSWord, Excel, Outlook and Internet
  • Proven ability to take the initiative and achieve results in a fast-paced and changing environment
  • Strong teamwork skills and the ability to interact effectively with all levels of staff, well organized and proven attention to detail
  • Proven ability to assist with projects, training, focus groups, and continuous improvement
  • Self-motivated, able to recognize what needs to be done and initiates action promptly

 

We offer an inclusive compensation package for all full-time employees including, but not limited to, bonus programs, health insurance benefits, a 401k program, onsite fitness centers, employee discounts on products and accessories, and more. We welcome everybody to join our family and be united no matter who you are or where you come from. Learn more about Harley-Davidson here

 

Applicants must be currently authorized to work in the United States. 

 

Direct Reports: No 
Travel Required: 0 - 10% 
Visa Sponsorship: This position is not eligible for visa sponsorship 
Relocation: This position is not eligible for relocation assistance 


Nearest Major Market: Reno
Nearest Secondary Market: Tahoe

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