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Start Your Hospitality Career with Wyndham Worldwide

Job ID: 
Job Function: 
Call Center & Customer Service
Orlando, Florida United States
Brand / Resort: 
Wyndham Vacation Ownership

Collections Supervisor

11 Aug 2017
Wyndham Vacation Ownership is currently seeking a Collections Supervisor in Orlando, Florida.  The supervisor is responsible for the supervision of the daily activities of their assigned collections team. These activities include, but are not limited to, managing production, work quality, service levels, and various projects and deadlines. In addition, this position plays an integral part in selecting prospective employees, as well as the training and development of new and existing staff. Supervisors work closely with other departments such as Financial Services, Research, Owner Relations, Reservations, and Contract Compliance, Sales and Marketing.
Responsibilities include but are not limited to:
  • Responsible for hiring and training.  
  • Conduct employee performance reviews. Reconcile employee time and attendance. 
  • Respond to and resolve external customer inquiries and complaints. 
  • Communicate and enforce company/departmental policies.  
  • Respond and resolve employee inquiries and complaints.  Partner with Human Resources to resolve escalated employee inquiries or complaints.  
  • Ensure consistent interpretation and application of company's and department's policies and procedures with peers and other members of Management.
  • Monitor, measure, and manage employee performance according to established criteria. Effectively address performance issues or behavioral concerns as necessary.
  • Review and approve maintenance/adjustment forms. Identify and implement programs designed to motivate and promote employee morale. 
  • Coordinate career paths and opportunities for employees through formal career counseling, coaching and development.
  • Responsible for projects and special tasks as assigned.  Recommend ideas for process improvement. Contribute in the creation of calling strategies as appropriate. 
  • Set up and monitor dialer campaigns as necessary. 
  • Participate in the completion of month end processes. 
  • Drive and support departmental and company objectives as assigned.
  • High school diploma or G.E.D. equivalent
  • One year of leadership experience in a collections/call center environment
  • Must be able to effectively communicate (both verbal and written)
  • Demonstrated strong analytical skills
  • Strong interpersonal skills
  • Strong presentation skills
  • Ability to professionally interact with multiple levels in the Organization
  • Ability to handle multiple tasks and requests while still maintaining results in core job functions and responsibilities
  • Professional acumen to interact with and handle various escalated issues from internal and external customers
  • Proven record of coaching individuals to achieve higher levels of performance in an organization
  • Ability to facilitate change within the organization in a positive manner
  • Ability to effectively communicate with various positions in remote centers and departments as needed
  • Flexibility to adapt to changes in assignment or job responsibilities as needed
  • Proven ability to drive performance and results in a fast-paced call center environment
  • Ability to teach and instruct individuals on new tasks and procedures
  • Consistent and positive demeanor when handling various job responsibilities
  • Familiarity with mainframe applications
  • Working knowledge of Microsoft Office software package
  • Must possess good time management and organizational skills
  • Ability to work nights and weekends as needed or as business needs dictate
  • Ability to work more than 40 hours per workweek as needed
  • Ability to travel as needed (Travel approximately 10% of the time or less)
 Preferred Qualifications
  • 2 plus years of Supervisory/leadership experience preferred in a collections environment
  • Associates Degree or higher level of education
Envision your career with one of the world's largest hospitality companies. Wyndham Vacation Ownership, a member of Wyndham Worldwide’s (NYSE: WYN) family of companies, is the world’s largest vacation ownership business, as measured by the number of vacation ownership resorts, individual vacation ownership units and owners of vacation ownership interests. Headquartered in Orlando, Florida, the company develops and operates an expansive portfolio of resorts, managing comprehensive vacation ownership sales, marketing, and consumer financing operations. The company’s seven primary consumer brands include: CLUB WYNDHAM®, WorldMark® by Wyndham, CLUB WYNDHAM® ASIA, WorldMark South Pacific Club by Wyndham, Shell Vacations Club, Margaritaville Vacation Club® by Wyndham and WYNDHAM CLUB BRASILSM. As of December 31, 2016, the company has developed or acquired 219 vacation ownership resorts in the U.S., Canada, Mexico, the Caribbean, South America and the South Pacific that represent approximately 25,000 individual vacation ownership units and nearly 900,000 owners of vacation ownership interests. Wyndham Vacation Ownership is supported by approximately 18,000 associates worldwide.

As one of FORTUNE Magazine's Most Admired Companies, Wyndham Worldwide is one family, one team of professionals who actively strive to provide our customers and each other with our signature Count On Me! Service promise. A promise to be responsive to needs, to be respectful in every way and deliver a great experience. It's more than a promise, at Wyndham it's been recognized as a commitment, visible in our awards including Newsweek's 100 Greenest Companies, Diversity Inc's 25 Noteworthy Companies and Ethisphere Institute Lists of the World's Most Ethical Companies amongst others. Come and join our Wyndham Family and discover the rewards for your career.


A career at Wyndham offers you great benefit opportunities with a competitive package of salary, benefits and recognition. In addition to great employee discounts on such travel related areas as hotel & lodging, car rentals & other goods & services, you will receive:
  • Medical/dental and vision care plans
  • A 401(k) program that matches dollar for dollar up to 6% of salary (to government max)
  • Programs that include Flexible Spending Accounts, short & long term disability, life insurance & educational assistance amongst others
Along the way, you will have an opportunity to contribute to improving the world around us through our volunteer efforts and global sustainability program, Wyndham Green.

Come and be part of One Family, One Team, One Company . . . Wyndham

People Make the Difference


If you require a reasonable accommodation to complete an application please email your request to Mycareer@Wyn.com and provide the job title and location to which you are applying.

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