Auto req ID: 5291BR
Title: Loss Mitigation Representative III
Job Function: Loss Mitigation
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary
POSITION SUMMARY
Under general supervision the Loss Mitigation Representative III is responsible for collection and/or monitoring of the most complex accounts affected by Replevin actions, Insurance Claims (wrecked or stolen), and Deceased/Estate claims that will require deviation from routine processes and procedures. The Loss Mitigation Representative III is expected to be a mentor/resource for others and identify and assist with continuous improvement opportunities.
PRIMARY RESPONSIBILITIES
• Utilizing the H-D Valued Behaviors, collects more complex Replevin accounts, Insurance Claim accounts, or Deceased accounts that may require deviation from routine processes and procedures. Account resolution is the primary goal, working within the H-D Valued Behaviors and the interests of the riders we interact with.
• Handle first level customer escalations.
• The LMR III will make higher dollar financial decisions based on the best interest of Harley-Davidson Financial Services, Inc. and the customer.
• In absence of a Senior Representative, assumes the role of acting Senior Representative and uses management discretion in conducting the tasks of a Senior Representative.
• Resource/mentor to the team.
• Files with attorney and bonding service for the processing of Replevin claims, while continuing collection efforts.
• Communicates with vendors on status of claims while continuing collection efforts.
• Communicates with attorneys, executors, and beneficiaries regarding deceased customers while continuing collection efforts.
• Performs additional duties as requested
• Uses effective time management to ensure customer service experience is satisfactory and meets expectations
• Ensures that all steps necessary are taken to protect the interest of Harley-Davidson Financial Services.
• Protection of employees, customers and corporate information is everyone's responsibility at HDFS. All employees must follow established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.
• It is the individual responsibility of every employee to maintain current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply with those laws, regulations, policies and procedures.
Education Required
High School Degree
Experience Required
• 3-4 years of related experience
• Knowledge of Loan Management Systems for financial services
• Previous experience with consumer credit replevin actions, insurance claims experience as well as customer service and collection experience required
• Previous skip tracing experience in consumer finance environment or equivalent required
• Effective/excellent oral and written communication skills and tact
• Displays an ability to reason, rationalize, make decisions, and develop possible solutions, and shows initiative
• Detail-Oriented and highly organized
• Above average volume of work
• Displays a positive behavior both individually and in a team setting
• PC Literate
• Strong teamwork skills and the ability to interact effectively with all levels of staff
• Demonstrated ability to take the initiative and achieve results in a fast-paced and changing environment
• Maintains good attendance and is punctual
Direct Reports: No
Travel Required: 0-10%
Title: Loss Mitigation Representative III
Job Function: Loss Mitigation
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary
POSITION SUMMARY
Under general supervision the Loss Mitigation Representative III is responsible for collection and/or monitoring of the most complex accounts affected by Replevin actions, Insurance Claims (wrecked or stolen), and Deceased/Estate claims that will require deviation from routine processes and procedures. The Loss Mitigation Representative III is expected to be a mentor/resource for others and identify and assist with continuous improvement opportunities.
PRIMARY RESPONSIBILITIES
• Utilizing the H-D Valued Behaviors, collects more complex Replevin accounts, Insurance Claim accounts, or Deceased accounts that may require deviation from routine processes and procedures. Account resolution is the primary goal, working within the H-D Valued Behaviors and the interests of the riders we interact with.
• Handle first level customer escalations.
• The LMR III will make higher dollar financial decisions based on the best interest of Harley-Davidson Financial Services, Inc. and the customer.
• In absence of a Senior Representative, assumes the role of acting Senior Representative and uses management discretion in conducting the tasks of a Senior Representative.
• Resource/mentor to the team.
• Files with attorney and bonding service for the processing of Replevin claims, while continuing collection efforts.
• Communicates with vendors on status of claims while continuing collection efforts.
• Communicates with attorneys, executors, and beneficiaries regarding deceased customers while continuing collection efforts.
• Performs additional duties as requested
• Uses effective time management to ensure customer service experience is satisfactory and meets expectations
• Ensures that all steps necessary are taken to protect the interest of Harley-Davidson Financial Services.
• Protection of employees, customers and corporate information is everyone's responsibility at HDFS. All employees must follow established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need. In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.
• It is the individual responsibility of every employee to maintain current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply with those laws, regulations, policies and procedures.
Education Required
High School Degree
Experience Required
• 3-4 years of related experience
• Knowledge of Loan Management Systems for financial services
• Previous experience with consumer credit replevin actions, insurance claims experience as well as customer service and collection experience required
• Previous skip tracing experience in consumer finance environment or equivalent required
• Effective/excellent oral and written communication skills and tact
• Displays an ability to reason, rationalize, make decisions, and develop possible solutions, and shows initiative
• Detail-Oriented and highly organized
• Above average volume of work
• Displays a positive behavior both individually and in a team setting
• PC Literate
• Strong teamwork skills and the ability to interact effectively with all levels of staff
• Demonstrated ability to take the initiative and achieve results in a fast-paced and changing environment
• Maintains good attendance and is punctual
Direct Reports: No
Travel Required: 0-10%