Customer Resolution Officer
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2F-1 Business Center 9, Philexcel Business Park, Clark Freeport Zone, Pampanga, Philippines, 2023
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.
PRIMARY OBJECTIVES:
To actively contribute to the company vision of making holiday dreams come true by taking responsibility in resolving hardship cases, escalated complaints both written and over the phone from initiation to full resolution. Compliance with all regulatory and company requirements relating to all departments within Consumer Finance
PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)
Responding to, overseeing and reviewing all complaints and escalated issues in a timely and appropriate manner and in accordance with applicable regulatory requirements and company policy from start to completion
To investigate and resolve complaints/requests involving a request to vary a credit contract on the basis of financial hardship to comply with NCCP
Recording, organising, following up on all complaints / issues in varying systems of record
To apply company policies and procedures to complaints/requests received
Liaising with and providing information to a variety of internal and external Customers in written and over the phone (inbound and outbound)
Researching all queries/complaints thoroughly and providing detailed accurate account information
Facilitate negotiations for payment arrangements and other appropriate outcomes
Administer bankruptcy agreements, Part IX and Part X Debt Agreements from start to finish including the preparation of required documentation and liaising with Debt Agreement Administrators and the like
Manage and oversee all credit bureau disputes to meet all Comprehensive Credit Reporting, Privacy, NCCP and other relevant legislation
Providing compensation where necessary
Maintaining a high level of product and regulatory knowledge
General administrative duties to support Consumer Finance
Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be effected by your conduct in the workplace
Display a Count On Me! service to all internal and external parties.
Display innovation through inspiring, creating and improving processes and products.
Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.
KEY POSITION CRITERIA:
Dispute Resolution Experience
Highly professional with ability to demonstrate empathy and understanding
An ability to work with a sense of urgency, whilst balancing a commitment to service quality
Be well equipped in being able to deliver difficult information to customers
An ability to work under pressure and maintain a positive attitude
Be proactive and solutions focused
Experience processing Bankruptcy, Debt Agreements, Hardship requests, Customer Complaints
Sound knowledge of Bankruptcy Act, Insolvency Act, National Consumer Credit Code, Privacy Act and other related regulatory acts
Significant experience in customer service
Significant experience in finance or the like
Organisational skills and the ability to work to deadlines
Effective communication skills at all levels
Ability to work autonomously in a fast paced environment
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. We're 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.