Specialist Collection Resolution

HGV Now Offers Day One Team Member Benefits!

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 of 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.

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.

Required Qualifications:

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

Preferred Qualifications:

• Bachelors Degree
• 2 years customer service experience
• Previous experience working in the timeshare industry.

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 reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.