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Account Resolution Representative

  • Central Location, Las Vegas, Nevada, United States, 89169
  • Full Time

Go Put the World on Vacation

 

At Travel + Leisure Co. our goal is simple: to put the world on vacation. We’re the world’s leading membership and travel company, with a portfolio of nearly 20 resort, travel club, and lifestyle travel brands. Our global team of associates brings hospitality to millions, turning vacation inspiration into exceptional travel experiences through our products and services: Wyndham Destinations, the largest vacation ownership company with 230 vacation club resort locations across the globe; Panorama, the world’s foremost membership travel business that includes RCI, the largest vacation exchange company, along with industry-leading travel technology, and membership travel brands; and Travel + Leisure Group, offering travel products and services all inspired by top online and print travel content, including travel booking platform BookTandL.com, subscription travel clubs and branded consumer products.

Wyndham Destinations is looking for an Account Resolution Representative/Inbound Consumer Finance III. The Inbound Consumer Finance Representative III will service 3-4 skills of the listed skills below:

Shell Vacation Club (SVC) – The SVC skill will require quick and efficient response to customer calls and ensuring customer satisfaction. Common transactions include but are not limited to correcting account information, accepting payment for owners SVC Loans (Timeshare Deed), SVC dues (Maintenance Fees), and answering questions based on the owners billing and payment schedule.

Wyndham Vacation Resorts (WVR) – The WVR skill will require quick and efficient response to customer calls and ensuring customer satisfaction. Common transactions include but are not limited to correcting account information, accepting payment for owners WVR Loans (Timeshare Deed), WVR dues (Maintenance Fees), and answering questions based on the owners billing and payment schedule.

Worldmark by Wyndham (WbW) – The WbW skill will require quick and efficient response to customer calls and ensuring customer satisfaction. Common transactions include but are not limited to correcting account information, accepting payment for owners WbW Loans (Timeshare Deed), WbW dues (Maintenance Fees), and answering questions based on the owners billing and payment schedule.

Presidential Reserve (PR) – The Presidential Reserve skill will require quick and efficient response to customer calls and ensuring customer satisfaction. Common transactions include but are not limited to correcting account information, accepting payment for owners of all three brands Loans (Timeshare Deed), dues (Maintenance Fees), and answering questions based on the owners billing and payment schedule. These transactions are expected to be executed in a manner that displays the highest and most consistent levels of professional service embodying our H.E.A.R.T spirit.

Account Resolutions Team (ART) - the Account Resolution Contact Center Support Team takes escalated calls from WVR, WbW, and SVC customers through the Contact Centers in Las Vegas and Orlando. The team also assists Contact Center Agents with questions regarding policies and procedures. They coach employees through difficult and escalated calls with owners as well as reach out to other departments to help resolve issues. These specialists can address escalated issues across all skills set including WVR, WbW, and SVC. The Contact Center Support Specialists helps lower delinquency by processing deferrals for the Collections group. In addition they report coaching opportunities, potential process improvements and productivity data back to the Las Vegas and Orlando Contact Centers.

Underwriting – The underwriting skill set requires high attention to detail to accurately process a loan review.  Underwriters follow an objective process to provide loan review decisions.  Underwriters also communicate with sales to suggest alternatives to obtain the appropriate financing for an owner.  Underwriters must work very efficiently to meet the 30 minute TAT SLA.

Email - The Cisco email skill requires timely, concise and professional written communication response to customer email inquiries. Common transactions include but are not limited to request bank information for wire transfer, submit hardship packet, provide account updates, excluding any attempt of collecting past due balances, accepting payment for owners WVR Loans (Timeshare Deed), WVR dues (Maintenance Fees), and answering questions based on the owners billing and payment schedule, and forwarding any non finance related requests to the correct department.

Essential Job Functions

Responsibilities include, but are not limited to:

Manage large volume of inbound calls for the loan and dues accounts within the portfolio. (30% time)

Accurately assess, identify, and respond to owner inquires in a timely and effective manner to prevent further issues while building relationships through interactive communication to achieve owner satisfaction. (25% time)

Evaluate customer accounts utilizing the proper tools and methods to determine the appropriate and necessary actions. (25% time)

Provide appropriate solutions and alternatives within the time limit; Follow up to ensure resolution, submit needed adjustment forms, and ensure proper documentation of transaction is notated. (10% time)

Collaborate with other departments to ensure owners receive timely and effective service to their account. (10% time)

Performs other duties as needed

Travel Requirements

None

Minimum Requirements and Qualifications

Education

High School Diploma or equivalent (G.E.D)

Training requirements

Demonstrate proficiency in three to four of the products/functional areas listed above (SVC, WVR, WbW, PR, ART, Underwriting, Email)

Knowledge and skills

  • Demonstrate proficiency in one or more of the products/functional areas listed above (SVC, WVR, WbW, PR, ART, Underwriting, Email)
  • Excellent problem-solving, and decision-making abilities
  • Detail-Oriented
  • Ability to work in a continually changing environment
  • Excellent communication skills
  • Strong interpersonal skills
  • Ability to interact with multiple levels of the organization
  • Strong work ethic with high level of integrity and ethics.
  • Collaborative and relational work style with proven success in a team environment
  • Ability to work within a structured schedule and a variety of shifts, which may include Holidays, evenings, mornings, and/or weekends as pre-determined by business need.
  • Ability to use basic math skills including addition, subtraction, multiplication and division, along with intermediate data entry/typing skills in an office or service center environment
  • Ability to use active listening skills to better understand the owner’s needs; ability to empathize with others' needs and respond sensitively; ability to use good judgment to respond to objectives successfully.
  • In some limited instances, proficiency in Japanese, Portuguese, Spanish or other language is preferred.

Technical Skills

  • Working knowledge of Microsoft Office (Word, Excel, Access, PowerPoint, Publisher)

  • Math Aptitude

Job Experience

  • Financial background is preferred

Unless there is a legal requirement, experience will be accepted for the education requirement.

A World of Inclusion

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-23531

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