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.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Supervise the Specialized Services areas; Change of Ownership, Hardship & Insolvency, Customer Dispute Resolution, Owner Solutions / Re-engagement.
• Ensure the team is responding to, overseeing and reviewing all complaints and/or customer survey responses and escalated issues in a timely and appropriate manner and in accordance with applicable regulatory requirements and company policy from start to completion.
• Ensuring the teams are contributing to the quality of all portfolios through supporting all of Consumer Finance.
• Direct the department and its clients towards more efficient processes by developing, monitoring and evaluating performance standards and solutions to consumer finance business unit problems.
• Ensure all audit requirements are met.
• Ensure the robustness and integrity of data provided.
• Ensuring daily workflow and timelines are achieved with accuracy.
• Investigate and resolve issues that arise from data maintenance.
• Leading a team through strong leadership, support and guidance to all staff.
• Maintain complete understanding and efficient use of various systems used by the company.
• Ensure month end process are completed timely and with accuracy.
• Take responsibility of escalated issues/complaints for internal and external customers.
• Building strong business relationships with key stakeholders.
• Leading a team through strong leadership, support and guidance to all staff.
• To investigate and resolve complaints/requests involving a request to vary a credit contract on the basis of financial hardship to comply with NCCP and other relevant legislation.
• Recording, organising, following up on all complaints / issues in varying systems of record.
• To apply company policies and procedures to complaints/requests received
• Providing compensation where necessary.
• Comply with relevant legislation including and not limited to Privacy Act, National Consumer Credit Protection Act, Debt Collections Guidelines, Anti Money Laundering.
• Contribute to interviewing and recruitment of new/replacement staff.
• Develop and train team members and business partners.
• Display innovation through inspiring, creating and improving processes and products.
• Display leadership values by ensuring effective communication and respecting your peers and managers.
• Support others within the team and empower each other wherever possible.
• Ensure the robustness and integrity of data provided.
• Maintain understanding and efficient use of various systems used by the Department including but not limited to CSS; Brio; Customer Hub; SOS and Owner Database.
• Performance development, management and review of team members daily, weekly, monthly, annually.
• Plan assign and direct work to the teams ensuring the completion of daily/weekly tasks.
• Regular quality audits via call and account monitoring of staffs providing direction and examples of quality service and offering feedback to individuals on ways to improve.
• Oversee the Re-engagement program.
• Maintaining a high level of product and regulatory knowledge.
• Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be affected by your conduct in the workplace.
• Display Hospitality with HEART 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:

• First-rate customer service
• Intermediate knowledge of Microsoft Office programs, including Access, Excel, Word & Outlook
• Previous experience leading and supervising staff
• First-rate problem solving and negotiation skills, with experience in complaints management and conflict resolution
• Work autonomously in a fast-paced environment as well as within a team across many businesses units
• Excellent time management, multitasking and organizational skills with the ability to delegate appropriately
• Excellent interpersonal and communication skills
• 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
• Sound knowledge of Bankruptcy Act, Insolvency Act, National Consumer Credit Protection Act, Privacy Act and other related regulatory acts
• Experience or willingness to learn the Change of Ownership processes (Transfer of ownership, Name Change, splitting an ownership, combining an ownership, cancellation of ownership and the like) from beginning to completion
• Significant experience in finance or the like
• OrganiZational 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.