Customer Solutions Manager
Harley-Davidson Financial Services (Reno, Nevada)

Customer Solutions Manager

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. HDFS manages over $2.2 billion in customer and dealer loans.

The HDFS facility in Carson City, Nevada offers a great work environment along with an ideal location.Located in the foothills of the Sierra Nevada Mountains it offers year round activities such as skiing, golf, hiking and you can do it all in the same day!

Benefits include:

Health/Dental/Vision starting at $30.00/month

401K with company matching

$7000/ year Tuition reimbursement

In-House workout facility and more..............

We are currently seeking a Customer Solutions Managerto join our Loan Originations Team.

The Customer Solutions Manager provides direct supervision of day-to-day operations of members of an origination team. The supervisor partners with others in the role to oversee all work focused on:

· Insurance Sales – Including providing quotes, binding coverage, and/or meeting policyholder needs through service or sales of insurance products

· Credit Analysis – Including responding to dealer inquiries, processing credit applications, and analysis/decision making related to underwriting opportunities

· Funding – Including review of Promissory Note Sales Agreement from dealers for correctness, activating contracts in Daybreak system for billing purposes and related funding and contract support.

In addition to the day-to-day activities, the role is responsible for coordinating with others in the organization to support day-to-day activities of the origination team (e.g., the Origination Director, other Customer Solutions Managers, and members of teams) 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 is responsible for ensuring that all members of the team work together towards the common goal of serving the assigned business/commercial group. Embraces and facilitates external focus by all members of the group and actively coaches team members to consistently deliver the desired HDFS customer experience. The Manager actively coordinates selected activities of the team (detailed below).

· In conjunction with others who share responsibility for supervising the group, plans and directs workflow of the team

· Provide direct reports with feedback, coaching, individual development needs assessment, and training gaps, including regular, one-on-one performance reviews

· Manages employee development activities to ensure that training requirements are fulfilled by team members; conducts/supports cross-training of team members within established guidelines

· Establishes and monitors measures to track team members’ development progress

· Ensures application of organizational policies and procedures

· Maintains efficient workflow by holding direct reports accountable for quality and efficiency of their work

· As needed, intercedes on requests with difficult customers and/or requests requiring detailed knowledge of the organization’s products/services (escalates to Process Manager, as necessary)

· May approve exceptions (within established parameters) to assist in finalizing a transaction

· Acts as a liaison and point of escalation between individual team members and management

· Oversees the efforts of an origination team to ensure appropriate credit analysis decisions and consistent sales volume and customer service levels

· Interacts with all levels of contact center management to address quality issues impacting key metrics surrounding customer satisfaction, first contact resolution, productivity and service level

· Collaborates with management to ensure quality and consistency of service

· Collaborates with Servicing management as necessary to assure acceptable allocation of shared resources, and organized workflow between the origination and operations functions at a team level

· As directed, provides assistance in managing operation activities, including but not limited to, system policies and procedures and flow of information

· Monitors calls/activities as necessary to ensure performance and quality standards are being met and provide performance coaching

· Through clear communication and other efforts, builds improved interaction between team members

· May provide assistance and feedback for hiring decisions, including interviewing team members within established guidelines

· May participate in activities associated with maintaining process/operations, including developing and implementing policies and procedures on systems and the flow of information

· Provide direct supervisory support for origination and servicing team members to ensure appropriate supervisory coverage during all operating hours.

· Responsible for protecting employees, customers and corporate information. Follows 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.

· Maintains a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply fully with those laws, regulations, policies and procedures.

3-5 years of relevant experience in related roles.

Bachelor’s Degree Preferred

Adherence to high ethical standards of truthfulness, honesty, and fairness

Actively communicates, listens and is skilled at conveying information and ideas

Seeks opportunities and new solutions and is able to anticipate trends and visualize the future

Invests in and develops others and aids in their personal and professional growth

Dedicated to anticipating and meeting or exceeding customer expectations and requirements

Bases actions on desired outcomes and achieves positive results

Inspires others through action or example to positively influence behaviors to meet or exceed common objectives

Ability to manage priorities and workflow

Embraces and facilitates external focus

Able to promote collegial environment and to assist with conflict resolution

Able to operate with autonomy

Ability to manage and coordinate different origination functions simultaneously

Self-motivated, professional and flexible with strong organizational and problem-solving skills

Possesses process orientation, project management skills and quality focus

Excellent customer service attitude and interpersonal skills; communicates well with subordinates and management

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

HDFS is an Equal Opportunity Employer