Resolution Lead - Hilton Hotels : Job Details

WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY*

At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.

Here's why you will love it here:

• Recognition Programs and Rewards
• Excellent health care options, including medical, dental, and vision
• A people-first culture
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
• Perks at work: Employee Pricing platform
• Employee Assistance Program that supports 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!

What Will I be Doing?

The Resolution Lead will be responsible for assisting management in the supervision of the Compliance-Resolution team which includes, but is not limited to, delegating tasks to team members and assisting with questions / concerns that arise in the completion of their responsibilities. In addition, the Resolution Lead will also be responsible for assisting with KPIs reports, monthly reviews, complaint case audits, supervising the day-to-day activities of the Resolution agents, and assisting the Compliance Supervisor with ad hoc projects as requested.

This position will report directly to the Compliance Supervisor and will assist with overseeing the performance and workload of Compliance-Resolution team members. Including, but not limited to: (1) monitor Compliance-Resolution Team Members activity to ensure tasks are completed timely, (2) track performance and attendance of TMs; (3) handle Compliance-Resolution tasks such as internal audits, call reviews, training, and updating of Portfolio Services Policies and Procedures in relation to the Compliance-Resolution team.

Additional Responsibilities Include:

• Assists in complaint tracking and identifying complaint trends.
• Handles Resolution Forms submitted by the Resolution agents in an effort to find solutions to consumer complaints.
• Monitors the Resolution phone line to ensure TMs are actively logged in and handling calls
• Assists the Resolution agents with questions regarding how to handle and resolve complaints
• Oversees the Portfolio Services, HOA, and GVS inboxes to ensure all correspondence is routed appropriately and timely
• Drafts / Revises (1) department policies, (2) department procedures and (3) consumer communications utilized by Resolution team.
• Assists with training and testing of employee's knowledge of regulations, policies and procedures.
• Performs other duties as assigned by management.

Ideal candidate:

• Must be able to work well under deadlines and regulatory / client demands.
• Must have excellent follow-up with completing projects in a timely fashion and researching underlying discrepancies.
• Must have experience training and coaching team members.
• Must be able to produce exceptional written communications.

What Are We Looking For:

To fulfill this role optimally, you must possess the following minimum qualifications and experience:

• Associate's Degree/College Diploma
• Organizational skills
• Project Management
• Proficient in Word, Access and Excel
• Knowledge of FDCPA
• 1+ years of supervisory experience

It would be useful in this position for you to demonstrate the following capabilities and distinctions:

• Bachelor's Degree
• 3-5 years of experience
• 3+ years of supervisory experience

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's America's Greatest Workplaces for Parents & Families. Over the past 30 years, the highest honor we've received is the continued loyalty of our Owners, Members and Guests. We've also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

*Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.