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Customer Resolutions Manager
Location
Florida
Posted
2 days ago
Salary
$85K - $95K / year
Seniority
Senior
Job Description
Customer Resolutions Manager
Hilton Grand Vacations
• 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.
Job 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
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