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About the Role
Travel + Leisure Co. is seeking customer-focused individuals to join their team as Collections Representatives. This role involves influencing customers toward win-win resolutions by negotiating and collecting past-due balances through inbound and outbound calls, while maintaining a professional demeanor and analytical problem-solving skills.
Responsibilities
- Deliver owner-centric service with superior communication skills to resolve delinquency respectfully and effectively.
- Manage delinquent accounts across portfolios by building rapport, gaining trust, and identifying root causes.
- Provide financial solutions aligned with owner needs, reinforcing the value of ownership and encouraging engagement.
- Outbound and inbound calls to negotiate and resolve delinquent accounts.
- Rapport building through empathy, professionalism, and active listening.
- Solution-based service that reduces complaints and escalations.
- Provide accurate guidance on products, services, payment options, and ownership benefits.
- Focus on curing delinquency while preserving owner relationships and meeting performance targets.
- Assess financial circumstances and recommend sustainable solutions within compliance guidelines.
- Reinforce ownership value by educating owners on benefits and encouraging usage.
- Maintain accurate records of account actions and commitments.
- Comply with all regulatory requirements and complete required training.
- Contribute to team meetings and continuous improvement initiatives.
- Achieve KPIs related to delinquency cure, recovery, compliance, and owner experience.
Requirements
- At least 1 year of contact center or related experience
- Confidence in asking for payments, securing commitments, and overcoming objections with empathy and compliance.
- Strong negotiation, listening, and rapport-building skills.
- Ability to assess owner needs and align solutions for delinquency resolution.
- Experience in collections, customer service, sales, or call center environments.
- Knowledge of, or willingness to learn, applicable regulations and laws.
- Excellent time management, self-motivation, and adaptability in a fast-paced environment.
- Flexibility to work overtime when required.
- Intermediate Microsoft Office skills.
Skills
- Soft collections expertise
- Analytical problem-solving
- Goal orientation
- Active listening
- Professional demeanor
- Communication mastery
- Self-motivation
- Negotiation
- Rapport-building
- Time management
- Adaptability
- Microsoft Office
Location
- Remote
Work Type
- Full-time
Experience Level
- 1 year of contact center or related experience
Benefits
- Comprehensive benefits package, including health insurance and retirement plans
- Professional development funding
- Discounted hotel stays across Australia, Fiji, Philippines, and New Zealand
- Subsidized private health cover upon hire
About the Company
- Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands.
- Innovation and growth keep our work interesting and fun.
- Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.
- Hospitality is at the heart of all we do at Travel + Leisure Co.
- Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another.
- We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience.
- Join our global team and build a career where memories start with you.
Equal Opportunity
- We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.
- If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.