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Account Services Rep II
3 months ago
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
This position is responsible for collection activity on delinquent accounts that are: 30-59 days past due; or more challenging than early stages of delinquency. This position will also provide superior customer service to all owners on every call. Calls may be routed utilizing a predictive dialer, or manually dialed. Areas of responsibility are primarily outbound calls, but may include some inbound calls. Responsible for complying with all Federal and State laws and regulations as well as internal policies and procedures.
Duties
- Communicate with owners by telephone in order to collect all past due monies owed on the account to include past due payments, past due down payments, documentation required to complete the purchase, past due maintenance, taxes, and use fees.
- Identify accounts that need additional research or skip tracing to be contacted and take necessary action to ensure the account is contacted in a timely fashion.
- Provide accurate information to owners regarding their account during every communication.
- Follow training and quality models to ensure proper collection methods are used and quality customer service is provided during even the most difficult calls.
- Use Positive Call Skill Drivers on every call
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Bilingual Spanish Required
- Must have a dedicated homework space that is free from distractions and interruptions
- Must have a stable internet connection with a minimum download speed of 100 Mbps and an upload speed of at least 10 Mbps
Requirements:
- Previous on-the-job training and work history as an account or customer service representative
- Two to three years of experience
- Proficient in navigating all relevant computer systems to:
- Pull reports
- Bilingual Spanish
- Shadow clients
- Troubleshoot technical issues
- Ability to perform interest calculations and account adjustments
Education and/or Experience
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Additional Information
Why Westgate?
- Comprehensive health benefits – medical, dental and vision
- Paid Time Off (PTO) – vacation, sick, and personal
- Paid Holidays
- 401K with generous company match
- Get access to your pay as you need it with our Daily Pay benefit
- Family benefits including pregnancy, and parental leave and adoption assistance
- Wellness Programs
- Flexible Spending Accounts
- Tuition Assistance
- Military Leave
- Employee Assistance Program (EAP)
- Life, Disability, Accident, Critical Illness & Hospital Insurance
- Pet Insurance
- Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
- Advancement & development opportunities
- Community Involvement Programs
Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.
