Manager Customer Resolutions

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 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.