We Put the World on Vacation

At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270 vacation club resort locations across the globe. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

PRIMARY OBJECTIVES:

• The position requires excellence in customer service and superior verbal and written communication skills, taking ownership of each inbound/outbound communication to ensure that it has been actioned to the satisfaction of the customer and the business within a reasonable time frame as set out by management. 
• Maintain, control and effectively manage the prevention and collection of delinquent accounts for various portfolios including servicing to our customers.
• Providing assistance and support to our owners, developing and maintaining our ongoing relationship, encouraging them to use their ownership and re-engaging them.

PRINCIPAL RESPONSIBILITIES:   (Include but not limited to)

• High volume inbound and outbound calls to negotiate and service and/or collect on portfolio accounts
• Maintain outstanding customer service, maximizing customer satisfaction and mitigating complaints and escalations
• Provide accurate and well informed information and advice to customers on all products; services and accounts
• Maximum recovery of arrears to ensure that arrears remain within agreed targets
• Working to a solution with all customers
• Make sound decisions and recommendations based on appropriate assessment of customer’s ability and willingness to pay which encompasses all legislative; policy and procedural guidelines.
• Implement most appropriate course of action for resolution of delinquency or irregular accounts in a timely manner
• Maintain accurate and up to date records of actioning, events and account maintenance of the collections and servicing systems ensuring that customer confidentiality is maintained at all times.
• Initiate follow up on all accounts in order to ensure payment plans are fulfilled.
• Comply with all legislative and regulatory requirements including keeping up to date with all training and testing
• Regular reporting and forecasting to meet KPI’s and Targets
• Contribute at team meetings and other forums in a proactive manner for continuous improvement of collections and recovery strategies
• Achievement of Key Performance Indicators and Targets on both an individual and departmental basis
• Account maintenance and administration as required
• All other reasonable duties as requested or required for time to time.

 KEY POSITION CRITERIA

• Excellent time management and self motivation and management skills
• Flexible, adaptable with ability to work in a fast paced environment.
• Flexibility to work rostered hours when requested.  
• Intermediate level Microsoft Office
• Ability to negotiate, be patient, persevere and show empathy to our customers
• Experience in a collections or call centre environment
• Knowledge of or willingness to learn all regulatory / legislative acts such as Anti Money Laundering, Debt Collections Practices, National Consumer Credit Protection Act, Privacy and apply them

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications 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 [email protected], including the title and location of the position for which you are applying.