Water, Sport, Sports, Boat, Transportation, Vehicle, Swimming, Diving, Diver, Outdoors

Representative, Account Resolution (Hybrid)

Representative, Account Resolution (Hybrid)

  • Central Location, Las Vegas, Nevada, United States, 89169
  • Customer Service - General
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

Wyndham Destinations is looking for an Account Servicing Representative. The Account Servicing Representative will initiate outbound calls to customers as well as require quick and efficient response to customer calls, ensuring customer satisfaction and problem resolution for Wyndham Vacation Resorts, Club Wyndham, Worldmark by Wyndham, Fixed Week, and Shell products. Common transactions include but are not limited to auto pay enrollment, correcting account information, accepting payment for owners, and answering questions based on the owners billing and payment schedule. These transactions are expected to be executed in a manner that displays the highest and most consistent levels of professional service.

The Representative will:

  • Initiate outbound and receive inbound calls and capture Voice of the Customer
  • Provide issue resolution for auto pay program and new sales
  • 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

Job Responsibilities include:

  • 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

Travel Requirements

N/A

Minimum Requirements and Qualifications

Education

High School Diploma or equivalent (G.E.D)

Training requirements

Demonstrate proficiency in Wyndham products/functional areas such as SVC, WVR, WbW

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
  • 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)
  • Basic troubleshooting skills
  • Math Aptitude

Job experience

  • One year of customer service experience preferably in a call center environment
  • Financial experience a plus

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants 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@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-51470

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