Manager Customer Resolutions

Hilton Grand Vacations•Orlando, FL

About The Position

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.

Requirements

Supervisor Experience
BA/BS/ bachelor's degree
Strong understanding of complaint management and dispute resolution
Knowledge of regulatory expectations (FDCPA, consumer protection standards and FCRA)
Excellent analytical and problem-solving skills
Strong written and verbal communication skills
Ability to manage escalations with professionalism
Proficiency in Microsoft Office tools
Strong organizational and prioritization skills

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 processes.
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 complaints by 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 assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.