Assistant Manager – Resolutions

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🔥 11 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Hilton Grand Vacations

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1992

👥 B2C

💰 Post-IPO Debt on 2024-11

B2C • Travel • Hospitality

Hilton Grand Vacations is dedicated to delivering exceptional vacation experiences to guests around the world. With a focus on creating unforgettable moments, Hilton Grand Vacations offers access to beautiful vacation locations, allowing guests to reconnect with loved ones while enjoying their travels. The company emphasizes a vibrant work environment and is committed to professional development through internships and various career opportunities in hospitality and guest services.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.