SUMMARY:

The Services Support Counselor is an integral part of the Finance Services team.

Contract Type: Specified-purpose contract.

This role is a hybrid model (2 days in the office, 3 days remote)

Overall Responsibilities

1) To serve as a resource to the MVCI Financial Services Associates and Customer Vacation Services Associates.

2) Deal with customer issues received through escalated calls, emails, or letters, FIN Issues Owner Survey Response, letters to management, and other departments.

3)       To use Standard Operating Procedures of the Marriott Vacation Club International, Marriott Corporation Standard Operating Procedures, and any Local Standard Operating Procedures as a guide to the standards and practices which are to be followed by all associates in this department and discipline so that questions may be correctly answered, problems may be resolved, and compliance with all laws and company policies may be insured.

4)       To maintain a tradition and attitude of having the desire to provide excellent service to all customers and associates in the center which will, in turn, support their efforts to provide excellent service to customers and to other associates of the operation.  To respond sensitively to the needs and feelings of others, regardless of status or position; to accept interpersonal differences and to maintain rapport.

5)       To train and to instruct other members of the department and the operation by passing along skills and information to assist them in their development and advancement.  To provide feedback to associates and managers for development, training and process improvement needs.

6)       To strive to become an independent associate, able to analyze problems and to formulate plans to overcome challenges.  To get work done quickly with a high degree of quality.  To make sound and logical decisions and to choose appropriate courses of action based on the parameters of the situation at hand and to use the problem solving tools that are available through the Total Quality process.

7)       To help create an ongoing effort to improve the whole Customer Service (CS) Department and the Financial Services – Research and Support through personal action and by contributing ideas to support the improvement effort.

8)       To understand the CS Dept as a business and to be familiar with any profit objectives and the relationship between this departments budget and budgetary goals of the CS Dept.

9)   To assist and provide cover for the Foreclosure Specialist when   required

10)    To manage and Keep the FS email inbox up to date and reply within the given deadlines

Working Relationships:

Reports to Senior Manager Financial Services

Interfaces with:  Associates within CVS, CA, CAFS and CSF.  New Owner Administration, Customer Experience, IR, HR, F&A, MVCI associates.

Essential Job Functions:

To answer incoming questions from MVCI Financial Services Associates and Customer Vacation Services Associates in a courteous and efficient manner and to assist them in locating the correct answers through the use of systems or enquiries.

To serve as a support to the Servicing and collection team and the Financial Service Department.

To handle and resolve all escalated customer issues, primarily, but not limited to those related to loan or maintenance fee transactions. 

To make logical decisions and choose appropriate courses of actions based on established parameters of empowerment. 

To communicate with Owners and associates alike as necessary to resolve these customer issues.

Ensure correct loan boarding and maintenance fee billing on MVCI IR systems (Concord and Fiserv)

To manage all refinance requests received from owners and ensure they are sent for approval and where appropriate implemented

Research and analyse specific account situations, run systems reports (detailed payment histories etc.), interpret and explain payment applications and recommend solutions. 

Responsible for all external communication relating to loan origination

To perform account maintenance on specialized customer accounts.

To participate in assigned individual and team projects.  To be able to meet strict deadlines. 

To also serve as otherwise directed or needed, to help maintain the effective and efficient operation of MVCI CAFS. 

To assist with in bound servicing calls and emails at peak times as directed by management

Marginal Job Functions:

Assist staff with, MVCI initiatives, new programs, and changes in processes/policies. Perform special projects as directed or assigned by other department Management. Other tasks as requested by management

Job Qualifications:

Strong and experiences background in customer service,

Strong knowledge of personal computer programs/applications. Outstanding interpersonal skills.

Solid written/verbal communication in English skills

Effective organizational skills

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.