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Manager Customer Resolutions
Job Location:
Job Location:
Orlando, FL - USA
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
10 July 2026 (30+ days ago)
Posted:
Application Deadline:
7 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Description
Responsibilities
Qualifications
- Lead and manage all customer resolution complaint and Collection support activities across the Portfolio Services while partnering across organization for resolution.
- Ensure compliance with regulatory requirements internal policies and customer care standards
- Oversee investigation processes including account review and customer communication
- Develop and implement resolution procedures service level expectations and escalation protocols
- Monitor trends identify root causes and drive corrective actions to improve process
- Prepare and present reporting on volumes timelines trends and risk exposure
- Partner with Operations Collections Compliance and Legal teams on escalations
- Drive continuous improvement initiatives to reduce complaint drivers and improve portfolio results
- Ensure proper documentation and audit readiness for all cases
- Ensure compliance with Fair Credit Reporting Act (FCRA) and Federal Debt Collection Practices Act (FDCPA) requirements.
- Provide escalation support for high-risk or sensitive customer issues
- Embodies the Hilton Grand Vacations Values of Hospitality Integrity Leadership Teamwork Ownership Now
- Completes all required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
Responsibilities
- Lead and manage all customer resolution complaint and Collection support activities across the Portfolio Services while partnering across organization for resolution.
- Ensure compliance with regulatory requirements internal policies and customer care standards
- Oversee investigation processes including account review and customer communication
- Develop and implement resolution procedures service level expectations and escalation protocols
- Monitor trends identify root causes and drive corrective actions to improve processes.
- Prepare and present reporting on volumes timelines trends and risk exposure
- Partner with Operations Collections Compliance and Legal teams on escalations
- Drive continuous improvement initiatives to reduce complaints by drivers and improve portfolio results
- Ensure proper documentation and audit readiness for all cases
- Ensure compliance with Fair Credit Reporting Act (FCRA) and Federal Debt Collection Practices Act (FDCPA) requirements.
- Provide escalation support for high-risk or sensitive customer issues
- Embodies the Hilton Grand Vacations Values of Hospitality Integrity Leadership Teamwork Ownership Now
- Completes all required Company training/compliance courses assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
Qualifications
- Supervisor Experience
- BA/BS/ bachelors degree
- Strong understanding of complaint management and dispute resolution
- Knowledge of regulatory expectations (FDCPA consumer protection standards and FCRA)
- Excellent analytical and problem-solving skills
- Strong written and verbal communication skills
- Ability to manage escalations with professionalism
- Proficiency in Microsoft Office tools
- Strong organizational and prioritization skills
Required Experience:
Manager
About Company
Hilton Grand Vacations offers career opportunities with great benefits, like highly discounted hotel stays. Learn more.
