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Manager, Inbound Consumer Finance

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Manager, Inbound Consumer Finance

Full Time | Central Location | Las Vegas | Nevada | United States | 89169

Go Put the World on Vacation

 

At Wyndham Destinations our goal is simple: to put the world on vacation. Our award-winning team of nearly 25,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the timeshare industry by doing things never done before. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business.

Job Summary
 

Inbound Consumer Finance Mangers are responsible for delivering high standards of service to customers by making the most effective and efficient use of call center staff and technology resources. They monitor, analyze and plan improvement to call center performance. They manage the department’s daily, weekly and monthly service delivery metrics and strategic planning.  Teams include administrative support, numerous financial services inbound contact center teams, reporting/programming analysts, and projects/six sigma teams.

Essential Job Functions

  • Directly leads a team of 5 Financial Services Supervisors.

  • Carries out management responsibilities in accordance with the organization’s policies and applicable laws. 

  • Responsibilities include, interviewing, hiring, training and developing employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving concerns

  • Monitor statistical and analytical reports, weekly, monthly and quarterly for departmental assessments. Prepare reports, conduct audits, and establish department metrics based on findings

  • Managing project/testing teams and six sigma teams working to create greater efficiencies. Working with various Wyndham entities to identify best practices for call center efficiencies

  • Administrator and payroll contact for employee database

  • Reviews/ approves adjustments and refunds and other documents submitted by Financial Services Supervisors and staff as necessary.  Handles complex and escalated customer service issues.

  • Performs other duties as needed

Travel Requirements

Minimal travel required.  10%.


Minimum Requirements and Qualifications

Education

  • Bachelor degree from a 4-year college; or 4-6 years combination of education and related work experience

Knowledge and skills

  • Strong Leadership skills to aid in building a cohesive team as well as developing individuals

  • Strong communication and presentation skills to effectively present information and respond to questions from managers, co-workers, clients and customers

  • Strong strategic planning and critical thinking skills.

  • Ability to prioritize and focus on critical metrics and tasks

  • Ability to work effectively across departments and regions

  • Analytical and problem solving skills

  • Detailed oriented, accurate and thorough

  • Able to work as a team with other Loan servicing Managers

  • Provides exceptional customer service

  • Ability to read and interpret documents such as guidelines, instructions and manuals

  • Ability to write routine reports and correspondence

  • Ability to multi-task in a fast paced work environment

Technical Skills

  • Proficient in MS Word and Excel

  • Experience working with call center technologies

Job experience

  • 4-6 years combination of education and related work experience.  4 years supervisory experience

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 Wyndham Destinations, 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-8585

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