Specialist, Collection Resolution-Remote (Central Florida Only)
Specialist, Collection Resolution-Remote Work for a winning team that now offers benefits from day one, plus daily pay*. At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals. Here's why you will love it here:
- Recognition programs and rewards
- Excellent health care options, including medical, dental, and vision
- A people-first culture
- Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
- Perks at work: Employee Pricing platform
- Employee Assistance Program that supports your physical and mental well-being.
- Paid vacation time and paid sick days
- 401(k) program with company match
- Tuition reimbursement programs
- Numerous learning and advancement opportunities
- And more!
This is a remote role for Orlando based candidates. The Resolution Specialist will be responsible for reviewing and responding to consumer complaints regarding the servicing and collecting of the mortgage and/or maintenance fees associated with the vacation ownership account (both early and late-stage collections). This position will assist owners in understanding the terms and conditions related to their ownership and contracts. Additionally, the resolution specialist will attempt to collect payment(s) owed on accounts in varying stages of delinquency (where applicable) while aligning with all Federal and State laws. Required qualifications:
- High School Diploma or equivalent
- Organizational and interpersonal skills
- Proficient in Microsoft Office including Word.
Preferred qualifications:
- Bachelor's Degree
- 2+ years customer service experience
- Previous experience working in the timeshare industry.
HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we've received is the continued loyalty of our Owners, Members and Guests. We've also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices. *Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Additional responsibilities include:
- Review and enter complaints into the complaint management system (where appropriate) ensuring the information and complaint classification is entered accurately.
- Research and respond to complaints, concerns and inquiries in accordance with company policy and State/Federal regulations.
- Legally, ethically and confidentially handle any correspondence and/or payments received.
- Maintain/update the information in the complaint management system, as well as the support documentation related to the handling of any owner account.
- Provide effective leadership to the team in support of Supervisors and Leads
- Assist with the development of company policies and procedures in conjunction with complaint handling, collection tactics and practices.
- Assist all members of portfolio services staff with daily processes and procedures when required.
- Assist with collection efforts when vital to facilitate the maintenance of acceptable delinquency percentages as provided by financial management.
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