Job Description

This position is responsible for collection activity on delinquent accounts that are: 30-59 days past due; or more challenging than early stages of delinquency. This position will also provide superior customer service to all owners on every call. Calls may be routed utilizing a predictive dialer, or manually dialed. Areas of responsibility are primarily outbound calls but may include some inbound calls. Responsible for complying with all Federal and State laws and regulations as well as internal policies and procedures.

Duties

• Communicate with owners by telephone in order to collect all past due monies owed on the account to include past due payments, past due down payments, documentation required to complete the purchase, past due maintenance, taxes, and use fees.
• Identify accounts that need additional research or skip tracing to be contacted and take necessary action to ensure the account is contacted in a timely fashion.
• Provide accurate information to owners regarding their account during every communication.
• Follow training and quality models to ensure proper collection methods are used and quality customer service is provided during even the most difficult calls.
• Use Positive Call Skill Drivers on every call.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must have previous on the job training and a work history as a previous account or customer service representative. Two- Three years of experience. Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc. Ability to perform interest calculations and account adjustments.

Education and/or Experience
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Physical Demands

Ability to operate a P/C, facsimile, telephone, calculator, and other related office equipment. Ability to sit at a desk and/or stand for extended periods of time. Ability to visually review handwritten and computer-generated documents, as well as view a P/C screen. Ability to make and receive telephone calls.

Additional Information

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. __ All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.