VOA Customer Service Rep

Responsible for booking reservations, promoting package upgrades and travel protection plans, collecting delinquent balances, and delivering exceptional customer service to Vacation Traveler Package owners.

What You'll Do:

• Engage with trial owners through primarily outbound calls and occasional inbound interactions.
• Assist guests with booking reservations and purchasing package upgrades, enhancements, and travel protection plans.
• Serve as the first point of contact for owners with delinquent accounts, working to resolve payment concerns and maintain account status.
• Build positive relationships with customers to enhance satisfaction, improve retention, and reduce cancellations.
• Collect down payments and mortgage payments through the Mortgage Receivables (MR) system.
• Research and process account adjustments, including payoff requests and case creation for the review and waiver of late fees or other applicable charges.
• Ensure compliance with the Fair Debt Collection Practices Act (FDCPA) and all departmental policies and procedures.
• Consistently achieve performance metrics, quality standards, collection goals, and customer experience objectives.
• Accurately document customer interactions and maintain detailed account records.
• Demonstrate professionalism, empathy, and problem-solving skills while handling sensitive financial and customer service situations.