Collections Manager - Remote

Auto req ID: 22861
Title: Collections Manager - Remote
Job Function: Collections
Location: Remote
Company: Harley-Davidson Financial Services
Full or Part-Time: Full Time
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.
We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent - wherever they may be.
This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work. Remote employees are expected to have a dedicated, quiet and distraction-free work space and an internet connection that’s sufficient for completing their job remotely.
Job Summary
The Collections Manager - Remote role provides leadership, coaching, and supervision to his or her Team(s). Selects trains and assigns responsibilities, manages daily operations, communicates with employees on progress and priorities of departmental and corporate initiatives, and facilitates employee development and performance. The role is responsible for coordinating activities to maintain customer focus and high levels of customer satisfaction. The Manager is responsible for ensuring that all members of the team work together towards the common goal of serving the business. In addition to the day-to-day servicing activities, the role is responsible for coordinating with others in the organization (e.g., Directors, Managers, and others within Operations) as appropriate to ensure work meets service and quality standards. The Manager provides recommendations to establish performance objectives and has full responsibility for monitoring, evaluating, and developing individual team member performance. The Manager embraces and facilitates external focus by all members of the group and actively coaches team members to consistently deliver the desired customer experience.
Job Responsibilities

• Foster effective and positive working relationships with intra and inter-department colleagues, attorneys, Trustees, and third-party vendors to facilitate a partnered approach to case management, including having discretion on working with outside vendors.
• Participates in activities associated with maintaining process/operations, including developing and implementing policies and procedures on systems and the flow of information.
• Work with the Compliance and Legal departments to develop and ensure customer correspondence adheres to their specifications.
• Effectively analyze data and reports to develop actionable plans to address areas of opportunity.
• Monitor and manage daily workflow to ensure attainment of departmental and corporate goals and provide direct supervisory support for origination and servicing team members to ensure appropriate supervisory coverage during all operating hours in accordance with organizational policies and procedures.
• Monitor and update all documents and communications for adherence to legal, corporate guidelines and established procedures.
• Oversees the efforts of Servicing teams and collaborates with all key stakeholders to address consistency and quality issues (including monitoring calls) impacting key metrics surrounding customer satisfaction, first contact resolution, productivity and service levels, and the allocation of shared resources.
• Protection of information and compliance with the law are paramount. Protecting employee, customer and corporate information is everyone's responsibility at Eaglemark Savings Banks. 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.
• Manages all staffing decisions and provides direct reports with clear communication including feedback, coaching, individual development needs assessment, and training gaps, including regular, one-on-one performance reviews to ensure performance and quality standards are being met. Schedule and manage all attendance and performance statistics for assigned personnel.
• As needed, intercedes on requests with difficult customers and/or requests requiring detailed knowledge of the organization's products/services and approve exceptions (within established parameters) to assist in finalizing transactions.

Education Requirements
Degree Not Required
Education Specifications
N/A
Required
Experience Requirements

• Excellent verbal and written communication skills.
• Strong teamwork skills and the ability to interact effectively with all levels within the organization.
• Demonstrated ability to show leadership and take the initiative to achieve results in a fast-paced and changing environment.
• Ability to monitor employees' communication and correspondence to ensure the highest level of customer service.
• Understanding of team dynamics in a remote environment and techniques to build strong and engaged teams.
• Basic reporting and data knowledge.
• Knowledge of processes including, but not limited to, Collections, Repossessions, Impounds, and Insurance Losses. Bankruptcy, and Replevin.
• Typically requires a minimum of 3 years of related experience.
• Ability to ensure timely execution of all processes and communications to both internal and external customers.
• Strong organizational skills to ensure customer service level agreements are maintained on a consistent basis.

Preferred

• Previous management experience preferred.
• Bachelor's Degree preferred.

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.
The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.
We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.
Applicants must be currently authorized to work in the United States.
Direct Reports: Yes
Travel Required: 0 - 10%
Pay Range: $86,300 -$133,700
Visa Sponsorship: This position is not eligible for visa sponsorship
Relocation: This position is not eligible for relocation assistance