Job ID: 1805762 Job Function: Call Center & Customer Service Location: Las Vegas, Nevada United States Brand / Resort: Wyndham Vacation Ownership Schedule: Full-time Account Resolution Representative 11 Apr 2018 Click here to learn about our amazing culture! Wyndham Vacation Ownership (WVO) is seeking an experienced Account Resolution Representative to join our call center team in Las Vegas, NV! 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 Envision your career with one of the world's largest hospitality companies. Wyndham Vacation Ownership, a member of Wyndham Worldwides (NYSE: WYN) family of companies, is the worlds 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 companys 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. Benefits 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 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