Customer Resolutions Manager

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🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $85k - $95k / year

⏰ 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

• Lead and manage all customer resolution, complaint and Collection support activities across the Portfolio Services while partnering across organization for resolution. • Ensure compliance with regulatory requirements, internal policies, and customer care standards • Oversee investigation processes, including account review and customer communication • Develop and implement resolution procedures, service level expectations, and escalation protocols • Monitor trends, identify root causes, and drive corrective actions to improve process • Prepare and present reporting on volumes, timelines, trends, and risk exposure • Partner with Operations, Collections, Compliance, and Legal teams on escalations • Drive continuous improvement initiatives to reduce complaint drivers and improve portfolio results • Ensure proper documentation and audit readiness for all cases • Ensure compliance with Fair Credit Reporting Act (FCRA) and Federal Debt Collection Practices Act (FDCPA) requirements. • Provide escalation support for high-risk or sensitive customer issues • Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now, • Completes all required Company training/compliance courses as assigned. • Adheres to Company standards and maintains compliance with all policies and procedures. • Performs other related duties as assigned.

🎯 Requirements

• Supervisor Experience • BA/BS/ bachelor's degree • Strong understanding of complaint management and dispute resolution • Knowledge of regulatory expectations (FDCPA, consumer protection standards and FCRA) • Excellent analytical and problem-solving skills • Strong written and verbal communication skills • Ability to manage escalations with professionalism • Proficiency in Microsoft Office tools • Strong organizational and prioritization skills