Representative II Recovery

Location: Reno, NV · Workplace: Hybrid · Full-time · Job Function: Loss Mitigation

About the role

Harley-Davidson Financial Services, a wholly-owned subsidiary of Harley-Davidson, Inc., offers a wide range of financial products and services to motorcycle enthusiasts and Harley-Davidson dealerships. The Reno, Nevada office serves as one of the Company's two operations centers and is home to Eaglemark Savings Bank, the Company's lending institution.

Under general supervision, the Recovery Representative II 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 role handles complex customer and vendor issues including working specialty Active Duty accounts, assists with training, and identifies areas for improvement.

Responsibilities

• Assign charged-off accounts to external vendors for skip-tracing, collection, and/or repossession to locate customers for collection and/or repossession of collateral
• Assist with post-recovery and unsecured account calls to find resolution
• Determine and effectively collect money through payoff, negotiated settlement, or payment arrangements within current thresholds while maintaining HDFS and customer best interests
• Build a solid understanding of team operations including procedures, protocols with business partners, queue and account workflow/steps/processes, correspondence, and updating credit bureau agencies
• Take an active role in continuous improvement by identifying opportunities, potential solutions, and implementation of solutions
• Serve as a resource/mentor to new Recovery representatives; assist with training and handle miscellaneous projects as needed
• Use effective time management to ensure satisfactory customer service experience
• Maintain solid understanding of account workflow (sub-team roles and responsibilities) throughout Servicing and interact professionally with all areas of the organization
• Protect employee, customer, and corporate information; comply with all relevant laws, regulations, internal policies, and procedures including data protection, segregation of duties, and access controls based on business need

Requirements

• High School Diploma or Equivalent required
• Minimum 2 years of related experience
• Strong skip-tracing skills and collection knowledge
• Excellent verbal and written communication skills
• Proven ability to consistently evaluate and resolve problems
• PC literate including MS Word, Excel, Outlook, and Internet
• Proven ability to take initiative and achieve results in a fast-paced, changing environment
• Strong teamwork skills and ability to interact effectively with all levels of staff
• Well organized with 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 initiate action promptly

Qualifications

• 3 years experience preferred

Pay

Pay range: $36,200 – $54,300 annually ($17.40 – $26.11 per hour). Actual pay depends on geographic location and level of experience.

Benefits

• Bonus programs
• Health insurance benefits
• 401(k) program
• Onsite fitness centers
• Employee discounts on products and accessories

Schedule & travel

• Full-time, hybrid schedule
• Travel required: 0–10%
• No direct reports
• Visa sponsorship not available
• Relocation assistance not available