Manager Customer Resolutions
About The Position
This role involves leading and managing all customer resolution, complaint, and collection support activities across the Portfolio Services. The Manager will partner across the organization to ensure effective resolutions and compliance with regulatory requirements, internal policies, and customer care standards. Key responsibilities include overseeing investigation processes, developing resolution procedures, monitoring trends, and preparing reports. The role also requires partnering with various teams like Operations, Collections, Compliance, and Legal, and driving continuous improvement initiatives to enhance portfolio results and reduce complaint drivers. Ensuring proper documentation, audit readiness, and compliance with FCRA and FDCPA are critical. The position provides escalation support for high-risk customer issues and requires adherence to company values and policies.
Requirements
- Experience in customer resolution, complaint handling, and collections support.
- Knowledge of regulatory requirements, internal policies, and customer care standards.
- Experience in overseeing investigation processes, account review, and customer communication.
- Ability to develop and implement resolution procedures, service level expectations, and escalation protocols.
- Skills in monitoring trends, identifying root causes, and driving corrective actions.
- Proficiency in preparing and presenting reports on volumes, timelines, trends, and risk exposure.
- Experience partnering with Operations, Collections, Compliance, and Legal teams.
- Experience driving continuous improvement initiatives.
- Knowledge of documentation and audit readiness for cases.
- Understanding of Fair Credit Reporting Act (FCRA) and Federal Debt Collection Practices Act (FDCPA) requirements.
- Ability to provide escalation support for high-risk or sensitive customer issues.
- Completion of required Company training/compliance courses.
- Adherence to Company standards and compliance with all policies and procedures.
Nice To Haves
- Embodiment of Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
Responsibilities
- Lead and manage all customer resolution, complaint and Collection support activities across the Portfolio Services while partnering across organization for resolution.
- Ensure compliance with regulatory requirements, internal policies, and customer care standards.
- Oversee investigation processes, including account review and customer communication.
- Develop and implement resolution procedures, service level expectations, and escalation protocols.
- Monitor trends, identify root causes, and drive corrective actions to improve process.
- Prepare and present reporting on volumes, timelines, trends, and risk exposure.
- Partner with Operations, Collections, Compliance, and Legal teams on escalations.
- Drive continuous improvement initiatives to reduce complaint drivers and improve portfolio results.
- Ensure proper documentation and audit readiness for all cases.
- Ensure compliance with Fair Credit Reporting Act (FCRA) and Federal Debt Collection Practices Act (FDCPA) requirements.
- Provide escalation support for high-risk or sensitive customer issues.
- Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
- Completes all required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
