Collections Representative III


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.

Job Summary

Under minimal supervision the Collections Representative III is responsible for collection of delinquent accounts by phone or correspondence and handles the most complex customer cases that may require Collection Representative III to deviate from standard routines and procedures. The Collections Representative III is expected to be a leader either through individual contribution, mentorship with other associates or both.

Job Responsibilities

  • Responsible for collecting on assigned delinquent accounts by telephone, or correspondence if necessary.
  • Assigns accounts to agencies for repossession, skip tracing, or in-person collection activity when approved by appropriate authority level.
  • Based on authority levels, possesses the ability to process and/or assign accounts to Adjustment Queue for payment re-allocations and fee/balance waivers if applicable.
  • Carries the responsibility for resolving the most complex/difficult collection situations and responding to supervisor line calls.
  • Serves as a mentor to other associates through development and supervisor capabilities and/or serves as a subject matter expert as an individual contributor.
  • Must maintain knowledge of specialty collection queue strategy and uses effective time management to ensure customer service experience is satisfactory and meets expectations.
  • Collaborates with Senior Consumer Collections Analysts and Collections Managers to make recommendations to enhance the Consumer Collections process to support Continuous Improvement.
  • Ensure that all steps necessary are taken to protect the interest of HDFS by understanding and adhering to company collection and extension policies, the Fair Debt Collection Practices Act, and company confidentiality and privacy issues.
  • 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 5 years of related experience.
  • High School diploma.
  • Adherence to high ethical standards of truthfulness, honesty and fairness.
  • Detail-oriented and highly organized with exceptional written communication skills and the ability to verbally articulate and convey information tactfully and professionally.
  • Proficient with computer systems and keyboarding/data entry skills with moderate speed and accuracy.
  • Must possess critical thinking, analytical, and effective negotiation skills with the ability to handle a large volume of Collection accounts and inbound and outbound calls from customers or other associates.
  • Flexible and open minded with an ability to work in a team environment and influence others to accept and adapt to change.
  • Self-motivated, professional with strong organizational and problem-solving skills.
  • Ability to work in a fast paced, time-sensitive environment.


  • Consumer Automotive Collection experience.
  • College degree.