Representative II Recovery

Harley-Davidson•Reno, NV

7d•$36,200 - $54,300•Hybrid

About The Position

Under general supervision, the Recovery Representative II handles skip-tracing, repossession of charged-off collateral, and collection of remaining balances on charged-off loans through payoff, settlement, or payment plans. The role addresses complex customer and vendor issues, including specialty Active Duty accounts, and assists with training and identifying areas for improvement. Harley-Davidson Financial Services’ Reno, Nevada office is one of the company’s two operations centers and supports loan origination and servicing, among other business units. This position is hybrid and is part of the Loss Mitigation function. The role requires protecting employee, customer, and corporate information and following applicable safeguards, laws, regulations, internal policies, and procedures.

Requirements

High school diploma or equivalent.
Typically, at least 2 years of related experience.
Strong skip-tracing skills and collections knowledge.
Excellent verbal and written communication skills.
Ability to consistently evaluate and resolve problems.
PC literacy, including Microsoft Word, Excel, Outlook, and internet use.
Ability to take initiative and achieve results in a fast-paced, changing environment.
Strong teamwork and interpersonal skills, including the ability to interact effectively with all staff levels.
Organization and attention to detail.
Ability to assist with projects, training, focus groups, and continuous improvement.
Self-motivation and ability to recognize what needs to be done and initiate action promptly.

Nice To Haves

3 years of experience preferred.

Responsibilities

Assign charged-off accounts to external vendors for skip-tracing, collections, and/or repossession; help locate customers and collateral and assist with post-recovery and unsecured-account calls.
Collect balances through payoff, settlement negotiations, or payment arrangements within current thresholds while considering the interests of HDFS and its customers.
Develop a solid understanding of team operations, procedures, business-partner protocols, account workflows, correspondence, and credit-bureau updates.
Identify opportunities for continuous improvement, propose potential solutions, and help implement solutions.
Serve as a resource or mentor to new Recovery representatives, assist with training, and handle miscellaneous projects as needed.
Manage time effectively to provide a satisfactory customer-service experience and meet expectations.
Understand account workflows and sub-team responsibilities throughout Servicing, and interact professionally and effectively with all areas of the organization.
Protect employee, customer, and corporate information and comply with established safeguards, applicable laws and regulations, and internal policies and procedures.