Together, We Can.
- 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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Beneficios que respaldan la salud y el bienestar financiero de los miembros del equipo.
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Descuentos en viajes y hoteles para miembros del equipo, familiares y amigos.
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Un equilibrio saludable entre el trabajo y la vida personal con tiempo libre pago y horarios flexibles.
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Eventos de los miembros del equipo que fomentan el compañerismo a través de actividades divertidas.
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Una cultura de mentalidad abierta comprometida con la diversidad y la inclusión.
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Incentivos para los miembros del equipo que demuestran excelencia todos los días.
