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.