Job description

About Westgate Resorts
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most affordable vacation options out there!

Job Description
This position is responsible for developing team members by providing resolutions to problems and inquiries and coaching and feedback on performance while maintaining all relevant documentation. Additional responsibilities include monitoring in and outbound calls to ensure proper customer service and collection methods and providing reporting to management. Secondary responsibilities include providing assistance to the Account Services Team Manager as requested on routine tasks and special projects. Responsible for complying with all Federal and State laws and regulations and internal policies and procedures.

Duties

• Responsible for all aspects of collection efforts on the delinquent accounts in the portfolio to ensure compliance with servicing agreements and company procedures.
• Participates in interviewing job applicants.
• Assists Team Manager with achieving team performance expectations.
• Coach, develop, and motivate staff to improve performance and maximize effectiveness.
• Assist the Team Manager with evaluating and completing performance reviews for team members.
• Handle customer escalation issues and work to resolve them to a mutual benefit.
• Monitor telephone calls to ensure proper customer service and collection methods and provide reporting to management.
• Administrative tasks include preparing reports and scheduling staff.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Proficiency in MS Office applications
• Product knowledge
• In-depth knowledge of customer service principles and practices

Education and/or Experience
Associate's Degree (A.A) or equivalent from a two-year college or technical school or six months to one-year 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.

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Ocoee, FL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Supervisory: 1 year (Required)
• Timeshare: 1 year (Required)

Language:

• English (Required)
• Spanish (Required)

Work Location: Hybrid remote in Ocoee, FL

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