[Hiring] Specialist, Collection Resolution @Hilton Grand Vacations

Role Description

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.

• 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.

Qualifications

• High School Diploma or equivalent
• Organizational and interpersonal skills
• Proficient in Microsoft Office including Word.

Requirements

• Bachelors Degree (Preferred)
• 2+ years customer service experience (Preferred)
• Previous experience working in the timeshare industry (Preferred)

Benefits

• 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!