Harley-Davidson Hiring for Recovery Representative III – Remote at Remote Full Time

Job Summary

The Recovery Representative III is responsible for skip-tracing, repossession of charged-off collateral, and collection of remaining balances via payoff, settlement, or payment arrangements on charged-off loans. The Recovery Representative III handles the most complex customer cases that require a solid understanding of impacts on other areas, including working specialty queues of Active Duty, SCRA, and Employee charge-offs accounts. The Recovery Representative III is expected to be a mentor/resource for others and assist with identifying areas for improvement and training. The Recovery Representative III serves as a backup for the Sr. Loss Mitigation Representative as needed.

Job Responsibilities

• Assign charged-off accounts to external vendors for skip, collection, and/or repossession purposes of locating customers for collection and/or repossession of collateral and assisting with Post Recovery and Unsecured Account calls to find resolution with handling the team’s escalation calls.
• Will take a leadership role in miscellaneous projects and serve as the backup for the Loss Mitigation Senior to pull reports and audit accounts.
• Determines and effectively collects money through payoff, and negotiates settlement or payment arrangements within current thresholds while maintaining Harley-Davidson Financial Services (HDFS) and the customer’s best interest.
• Possesses subject matter expertise with the various operations within the team, including procedures, protocol with business partners, queue and account workflow/steps/processes, and correspondence and updating credit bureau agencies.
• Collaborates with Loss Mitigation Senior to come up with recommendations for continuous improvements.
• Takes an active role in training and providing effective peer-to-peer coaching with team members through various settings and communication mediums as needed.
• Uses effective time management to ensure customer service experience is satisfactory and meets expectations.
• Has a solid and effective understanding of account workflow (sub-team roles and responsibilities) throughout Servicing and can interact with all areas within the organization professionally and effectively.
• Protection of information and compliance with the law is 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 needs. 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

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 and consistently able to evaluate and resolve problems
• Proven ability to take the initiative and achieve results in a fast-paced and changing environment
• PC Literate including MSWord, Excel, Outlook and Internet
• Strong decision making and organizational skills with a consistent attention to detail
• Strong teamwork skills and the ability to interact effectively with all levels of staff
• 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

Preferred

3 to 4 years experience preferred