Assistant Manager – Resolutions

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🕒 vor 14 Tagen

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

👔 Manager

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Hilton Grand Vacations

WebsiteLinkedInAlle Stellen

10.000+ Mitarbeiter

Gegründet 1992

👥 B2C

💰 Post-IPO Debt im 2024-11

B2C • Travel • Hospitality

<Hilton Grand Vacations> Hilton Grand Vacations ist ein Unternehmen für Gastfreundschaft und Teilzeitnutzungsrechte, das unter der Marke Hilton Resortimmobilien und Timeshare-/Clubprogramme entwickelt, verwaltet und vermarktet. Das Unternehmen bietet weltweit verbraucherorientierte Urlaubserlebnisse und Dienstleistungen an und rekrutiert für Positionen in den Bereichen Gästeservice, Callcenter, Marketing, Vertrieb und Praktika, wobei der Schwerpunkt auf beruflicher Entwicklung und Chancengleichheit liegt.

Beschreibung

• Oversee and resolve complex owner complaints and inquiries related to receivables, billing disputes, product concerns, and delinquency. • Act as a primary contact point for high-risk or sensitive owner situations, ensuring timely, compliant, and customer-focused outcomes when a blocking issue arises. • Partner cross-functionally with Collections, Club, Legal, Loan Servicing, Sales, Recovery and Compliance to drive consistent and effective resolutions. • Identify trends and root causes behind complaints and blocking issues, particularly those driving delinquency, to improve processes proactively. • Lead the redesign of resolution workflows to reduce manual effort, streamline processes, and improve resolution speed and accuracy. • Identify and apply automation opportunities within the new CRM platform and integrated systems (e.g., case routing, communication triggers, decisioning logic). • Play a key role in the migration to a new CRM system, collaborating with technology and business teams to outline requirements and workflows. • Champion a customer-centric approach, ensuring resolutions are handled with empathy and professionalism, even in difficult or delinquent situations.

🎯 Anforderungen

• Experience supporting or participating in CRM implementations, migrations, or system enhancements. • Background in receivables, collections, or customer account servicing environments. • Demonstrated ability to drive process improvement and workflow automation initiatives. • Strong analytical capabilities, with experience interpreting data to detect trends and boost operational performance.

🏖️ Vorteile

• 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. • Reasonable accommodations will be given to individuals with disabilities throughout the application and interview stages. • We also extend accommodations for performing key job responsibilities and for receiving employment benefits and privileges. • Please contact us if you need an accommodation.