Hilton Grand Vacations logo
Hilton Grand Vacations

We offer unique career opportunities in the most sought-after vacation destinations around the world.

Assistant Manager – Resolutions

ManagerManagerFull TimeRemoteSeniorTeam 10,001+Since 1992H1B No SponsorCompany SiteLinkedIn

Location

Florida

Posted

10 days ago

Salary

0

Seniority

Senior

Bachelor DegreeEnglish

Job Description

Assistant Manager – Resolutions

Hilton Grand Vacations

• Oversee and resolve complex owner complaints and inquiries related to receivables, billing disputes, product concerns, and delinquency. • Act as a primary contact point for high-risk or sensitive owner situations, ensuring timely, compliant, and customer-focused outcomes when a blocking issue arises. • Partner cross-functionally with Collections, Club, Legal, Loan Servicing, Sales, Recovery and Compliance to drive consistent and effective resolutions. • Identify trends and root causes behind complaints and blocking issues, particularly those driving delinquency, to improve processes proactively. • Lead the redesign of resolution workflows to reduce manual effort, streamline processes, and improve resolution speed and accuracy. • Identify and apply automation opportunities within the new CRM platform and integrated systems (e.g., case routing, communication triggers, decisioning logic). • Play a key role in the migration to a new CRM system, collaborating with technology and business teams to outline requirements and workflows. • Champion a customer-centric approach, ensuring resolutions are handled with empathy and professionalism, even in difficult or delinquent situations.

Job Requirements

  • Experience supporting or participating in CRM implementations, migrations, or system enhancements.
  • Background in receivables, collections, or customer account servicing environments.
  • Demonstrated ability to drive process improvement and workflow automation initiatives.
  • Strong analytical capabilities, with experience interpreting data to detect trends and boost operational performance.

Benefits

  • We are an equal opportunity employer and value diversity at our company.
  • We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
  • Reasonable accommodations will be given to individuals with disabilities throughout the application and interview stages.
  • We also extend accommodations for performing key job responsibilities and for receiving employment benefits and privileges.
  • Please contact us if you need an accommodation.

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