Specialist, Collection Resolution-(Remote for Central Florida based candidates)

Position Overview

Join Hilton Grand Vacations—a winning team that offers benefits from day one plus daily pay—in a remote role for Central Florida based candidates. As a Resolution Specialist, you will review and respond to consumer complaints regarding the servicing and collecting of mortgage and/or maintenance fees associated with vacation ownership accounts, assist owners in understanding their contractual terms, and work to collect overdue payments in compliance with Federal and State laws. At Hilton Grand Vacations, you will become part of a culture that encourages and motivates you to achieve your goals.

Key Responsibilities

• Review and enter complaints into the complaint management system ensuring accuracy in information and classification.
• Research and respond to complaints, concerns, and inquiries in accordance with company policy and State/Federal regulations.
• Legally, ethically, and confidentially handle correspondence and received payments.
• Maintain and update complaint management records and related support documentation for owner accounts.
• Provide effective leadership to the team by supporting Supervisors and Leads.
• Assist in developing company policies and procedures for complaint handling and collection practices.
• Support portfolio services staff with daily processes as needed.
• Contribute to collection efforts to maintain acceptable delinquency percentages as set by financial management.

Required Qualifications

• High School Diploma or equivalent
• Strong organizational and interpersonal skills
• Proficient in Microsoft Office, including Word

Preferred Qualifications

• Bachelor’s Degree
• 2+ years of customer service experience
• Experience in the timeshare industry

Benefits & Perks

• Recognition Programs and Rewards
• Excellent health care options including medical, dental, and vision
• A people-first culture
• Global travel discounts through the Go Hilton: Travel Discounts Program and Hilton hotel rates worldwide
• Perks at work via the Employee Pricing platform
• Employee Assistance Program supporting your physical and mental well-being
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• And more!