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Start Your Hospitality Career with Wyndham Worldwide

Job ID: 
1802297
Job Function: 
Call Center & Customer Service
Location: 
Las Vegas, Nevada United States
Brand / Resort: 
Wyndham Vacation Ownership
Schedule: 
Full-time

Account Resolution Team Specialist

13 Feb 2018
Job Summary
The Account Resolution Team takes escalated calls from WVR and WbW customers through the Consumer Finance Contact Centers in Las Vegas and Orlando. The team also assists Contact Center Agents with questions regarding policies and procedures. They coach employees through difficult and escalated calls with owners as well as reach out to other departments to help resolve issues. These Specialists can address all escalated issues regarding WVR Loan, WbW Loan, WM Dues, CWP Dues. The Account Resolution Team Specialists help lower delinquency by processing deferrals for the Collections group. In addition they report coaching opportunities, potential process improvements and productivity data back to the Las Vegas and Orlando Contact Centers.
 
Responsibilities
-Take escalated calls from owners, as well as help calls from agents located in the Las Vegas and Orlando Contact Centers. The help calls consist of calls from internal Contact Center Agents regarding questions on policies, procedures and other escalated questions that they are not able to resolve without assistance
-Respond to customer questions and complaints to ensure customer satisfaction and prevent delinquencies
-Respond to internal customer needs via Collections Help Desk Inbox. The Collections Management Team uses the Collections Help Desk Inbox to send escalated owner issues that need immediate attention from an experienced Agent. The Account Resolution Team Specialist responds to the email within an hour and will contact the customer within 1 business day
-Provide training and support to Contact Center Agents
-Review and approve all adjustment forms including deferrals. The Account Resolution Team Specialist processes deferrals for the Collections Team to help reduce delinquency thoughout the month
-Will assist Supervisor in managing service levels
-Will assist Research with processing interoffice correspondence and customer email
-Support Contact Center by maintaining all past due accounts in the Collections work flow tool by monitoring the delinquency of the account and ensuring the accounts are in the correct workstate
-Support Sales by reviewing accounts that qualify for Owner Transfer Program and assist customers with questions
Qualifications
Minimum Qualifications:
-High school diploma or GED equivalent
-Three years customer service experience in a call center environment
-Working knowledge of Microsoft Word and Excel
-Advanced understanding of WVR and WbW product knowledge, standard operating procedures, policies and procedures
-Must possess good time management and organizational skills
-Ability to support supervisor in motivating, developing and coaching Contact Center Agents
-Must exhibit problem-solving skills to resolve member concerns
-Must display ability to train employees
-Must exhibit professional communication skills both written and oral
-Must possess basic math skills (85% score or better on Kenaxa Tests provided by Human Resources)
 
Preferred Qualifications:
-Some college
-Financial experience
-Ability to defuse escalated issues
-Previous leadership experience
-Six Sigma Process Excellence skills
-Work efficiently in a changing and dynamic environment

Copyrights

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