What makes Hilton Grand Vacations unique?
Together, We Can.
Together, We Can.
We believe that our most important strength is our people. The foundation of our culture is to value and celebrate the unique differences that make us thrive as individuals and engage together. Our more than 12,000 Team Members around the world are the power behind the memorable experiences delivered to our guests and owners every day. It is their talent, commitment and passion for our brand that makes a positive impact within our industry and the communities in which we live and work. They are passionate about offering our guests exceptional experiences, and we are passionate about recognizing, rewarding and supporting those achievements. Together, We Can.
Escape the ordinary! Now is an exciting time to join our growing team and a leading company in the vacation industry!
- 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.
- 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 processes.
- 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 complaints by 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 assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
- 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
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
