Collections and Loss Mitigation Manager
Plano, TX 
Posted Today
Job Description
Collections and Loss Mitigation Manager

Plano, TX, US

Auto req ID: 3788
Title: Collections and Loss Mitigation Manager
Job Function: Collections
Location: PLANO
Company: Harley-Davidson Financial Services
Full or Part-Time:Full Time

We are paving more roads to Harley-Davidson by developing exhilarating new products, creating broader access to our iconic brand, and building a stronger dealer network. We can't do it without the best and brightest. Step one of this strategic acceleration is adding talent who can blow the doors wide open with innovation and creativity while staying true to the Harley-Davidson brand and legacy. We are focused on the next 115 years. Are you in?

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.

We need people who wake up every day with a passion for customers and who come to work with the creativity and drive to make amazing things happen. This isn't just any company. And yours isn't just any career. It's part of your story. Write it with us and make it legendary.

Located just outside of the heart of DFW, and in one of the fastest growing suburbs, the Plano, Texas office serves as one of the Company's two operations centers. It serves as the main hub for HDFS' Commercial Finance business, and also houses employees representing Rider Services, Underwriting, Risk, Enterprise Project Management, Accounting, Compliance, Human Resources, Global Information Services, Communications, and Legal. Join our team as a Collections and Loss Mitigation Manager.

Job Summary

The Collections Manager provides leadership, coaching, and supervision to a Collections Team. 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/commercial teams. 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 and evaluating 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
  • 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.
  • 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.
  • Decision all requests for repossessions to assure minimal losses for the company and adherence to department and legal guidelines. Decision all charge off referrals to minimize losses and assure adherence to departmental and legal guidelines.
  • 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.
  • Monitor and update all documents and communications for adherence to legal, corporate guidelines and established procedures.
  • Oversees the efforts of Collections/ Loss Mitigation teams and collaborates with all key stakeholders to address consistency and quality issues (including monitoring call) impacting key metrics surrounding customer satisfaction, first contact resolution, productivity and service levels, and the allocation of shared resources.
  • Work with the Compliance and Legal departments to develop and ensure customer correspondence adheres to their specifications.
  • Participates in activities associated with maintaining process/operations, including developing and implementing policies and procedures on systems and the flow of information.
  • Protection of information and compliance with the law are 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 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.
Education Requirements
Degree Not Required
Education Specifications


Experience Requirements


  • 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.
  • Ability to monitor employees' communication and correspondence to ensure the highest level of customer service.
  • Excellent verbal and written communication skills
  • Strong teamwork skills and the ability to interact effectively with all
  • Strong organizational skills to ensure customer service level agreements are maintained on a consistent basis.
  • Demonstrated ability to show leadership and take the initiative to achieve results in a fast-paced and changing environment


  • Bachelor's Degree Preferred
  • Previous management experience preferred

At Harley-Davidson it is not just about the degree you have or what you know. You must also exhibit and demonstrate our valued behaviors in everything you do:

  • Be accountable
  • Model Integrity
  • Value Individuality and Diversity
  • Inspire Teamwork
  • Encourage Creativity

We offer an inclusive compensation package for all full-time employees including, but not limited to, bonus programs, health insurance benefits, a 401k program, onsite fitness centers, employee discounts on products and accessories, and more. We believe that employees do their best work when they are free to be themselves. This means our dress code is relaxed, and all types of work styles are welcomed.

Applicants must be currently authorized to work in the United States.

Direct Reports: Yes
Travel Required: 10 - 25%
Visa Sponsorship: This position is not eligible for visa sponsorship
Relocation: This position is not eligible for relocation assistance

Nearest Major Market: Plano
Nearest Secondary Market: Dallas

Job Segment: Bank, Banking, Manager, Compliance, Collections, Finance, Management, Legal

Harley-Davidson is committed to recruiting and hiring qualified individuals in all job titles without regard to race, color, sex, age, national origin, religion, disability, genetic information, sexual orientation, gender identity, veteran status, or other classes protected by applicable law. Equal Opportunity Employer.


Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
3+ years
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