Manager Customer Resolutions
Please mention DailyRemote when applying
AI Summary
Lead and manage customer resolution, complaint, and collection support activities while ensuring compliance with regulatory standards. Drive continuous improvement initiatives to identify root causes and reduce complaint drivers across the portfolio.
- 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.
Automatically Apply to the Best Remote Jobs
Stop the endless job search. Our AI finds and applies to the best jobs for you.
