Owner Resolution Specialist Role PHL

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

KEY RESPONSIBILITIES What does this position aim to do?

• Initiate outbound and receive inbound calls and capture Voice of the Customer
• Provide issue resolution for auto pay program and new sales
• Provide issue resolution for down payments
• Obtain data from multiple sources to conduct account research and outbound campaigns
• Review reports for purposes of reconciliation for the Auto Pay Program and new loan research
• Analyze and recommend solutions to more efficiently handle daily work.
• Maintain appropriate service levels and turnaround time
• Manage large volume of inbound and outbound calls for the loan and dues accounts within the portfolio.
• Accurately assess, identify, and respond to owner inquires in a timely and effective manner to prevent further issues while building relationships through interactive communication to achieve owner satisfaction.
• Evaluate customer accounts utilizing the proper tools and methods to determine the appropriate and necessary actions.
• Provide appropriate solutions and alternatives within the time limit; Follow up to ensure resolution, submit needed adjustment forms, and ensure proper documentation of transaction is notated.
• Collaborate with other departments to ensure owners receive timely and effective service to their account
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MINIMUM POSITION QUALIFICATIONS What should the position holder be and have?

• Reliability and commitment
• A Can-Do attitude
• High School Diploma or equivalent (G.E.D)
• Knowledge and skills
• Demonstrate proficiency in Wyndham product knowledge
• Excellent problem-solving, and decision-making abilities
• Detail-Oriented
• Ability to work in a continually changing environment
• Ability to work in a remote environment, with no distractions
• Excellent communication skills
• Strong interpersonal skills
• Ability to interact with multiple levels of the organization
• Strong work ethic with high level of integrity and ethics.
• Collaborative and relational work style with proven success in a team environment
• Ability to work within a structured schedule and a variety of shifts, which may include holidays, evenings, mornings, and/or weekends as pre-determined by business need.
• Ability to use basic math skills including addition, subtraction, multiplication and division, along with intermediate data entry/typing skills in an office or service center environment
• Ability to use active listening skills to better understand the owner’s needs; ability to empathize with others needs and respond sensitively; ability to use good judgment to respond to objectives successfully.
• In some limited instances, proficiency in Japanese, Portuguese, Spanish or other language is preferred.
• Technical Skills
• Working knowledge of Microsoft Office (Word, Excel, Access, PowerPoint, Publisher)
• Math Aptitude
• Job experience
• One year of customer service experience preferably in a call center environment
• Financial experience a plus.
  
  

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. Were always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.

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