We Put the World on Vacation

At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our vacation ownership brands, Club Wyndham, Worldmark, Margaritaville Vacation Club, and Shell Vacations Club, include more than 245 vacation club resort locations across the globe. 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.

Job Description

Prepared Date:                      July 26, 2023

Job Code:                              J – 2100

Job Profile Title:                   Representative, Inbound Consumer Finance II

Department:                          Wyndham Consumer Finance

Reports To (Job Title):         Supervisor, Inbound Consumer Finance

Job Summary

The Inbound Consumer Finance Representative is responsible for responding to owner inquiries regarding the financial status of their accounts as well as take payments on accounts while providing excellent customer service and answering 70% of calls within 60 seconds. Each team member plays an integral part in achieving the department goals.

Essential Job Responsibilities

Beginning with the most important, or in a logical sequence, describe 5 to 7 major responsibilities of this job.  Provide detail as necessary to give an accurate, complete outline.  Indicate the percentage of total working time spent on each essential responsibility.  The total should equal 100%.

• Responsibilities include, but are not limited to:
  • Manage large volume of inbound calls for the loan and dues accounts within the portfolio. (30% time)
  • 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. (25% time)
  • Evaluate customer accounts utilizing the proper tools and methods to determine the appropriate and necessary actions. (25% time)
  • Provide appropriate solutions and alternatives within the time limit; Follow up to ensure resolution, submit needed adjustments, and ensure proper documentation of transaction is notated. (10% time)
  • Collaborate with other departments to ensure owners receive timely and effective service to their account. (10% time)

• Performs other duties as needed

Travel Requirements

• None

Minimum Requirements and Qualifications

Education

•           High school diploma or G.E.D. equivalent

Training requirements

• Complete product training in two or more of the products/functional areas (SVC, WVR, WbW)

Knowledge and skills

• Demonstrate proficiency in one or more of the products/functional areas listed above (SVC, WVR, WbW)
• 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 Word and Excel
• Good math aptitude and ability to type 30 wpm.

Job experience

• Two years customer service experience
• Financial background is preferred

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

Complexity

Describe the following:

Level of decision-making authority

• Low to medium based solely on Servicing the Owner’s Account

Level of autonomy

• Low

Impact of incumbent’s decisions on the organization

• Medium - The feedback, recommendations and changes implemented by this role will drive lower call volumes resulting in cost savings

Supervisory Responsibility

• None

Scope/Financial Responsibility

• Low to medium

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.