Bilingual Portuguese Inbound Customer Service Representative

3 weeks ago

Las Vegas, United States Travel + Leisure Co. Full time
We Put the World on VacationAt Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270 vacation club resort locations across the globe. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

The Inbound Consumer Finance Representative – BL Portuguese is responsible for responding to owner inquiries regarding the financial status of their accounts as well as take payments on accounts while providing excellent customer service and answering 70% of calls within 60 seconds. Each team member plays an integral part in achieving the department goals.

How You'll Shine:

  • Effectively handle a substantial influx of incoming calls, both in English and Portuguese, pertaining to loan and dues accounts within the portfolio. (25% time)

  • Initiate outbound calls to collect payments or arrange payment plans for delinquent accounts pertaining to dues and loans. (25% time)

  • Accurately evaluate, identify, and promptly address inquiries from owners in a timely and efficient manner to proactively prevent any potential issues, while simultaneously fostering relationships through interactive communication to achieve utmost owner satisfaction. Thoroughly assess customer accounts using the appropriate tools and methodologies to determine the most suitable and necessary course of action. Offer suitable solutions and alternatives within the designated timeframe. Conduct follow-ups to ensure successful resolution, submit any required adjustments, and ensure meticulous documentation of the transaction is duly recorded. (25%)

  • Collaborate with other departments to ensure owners receive timely and effective service to their account. (25% time)

  • Performs other duties as needed

Travel Requirements

  • None

What You'll Bring:

Education

•           High school diploma or G.E.D. equivalent

Training Requirements

  • Complete product training in two or more of the products/functional areas

Knowledge and Skills

  • Proficient in English and Portuguese, verbal and written

  • Active listening skills and attention to detail

  • Ability to multi-task, prioritize and manage time effectively

  • Strong phone contact handling skills

  • Customer orientation and ability to adapt/respond to different types of clients

  • Demonstrate proficiency in one or more of the products/functional areas

  • Excellent problem-solving, and decision-making abilities

  • Ability to work in a continually changing environment

  • Excellent communication skills

  • Strong interpersonal skills

  • Ability to interact with multiple levels of the organization

  • Strong work ethic with high level of integrity and ethics.

  • Collaborative and relational work style with proven success in a team environment

  • Ability to work within a structured schedule and a variety of shifts, which may include Holidays, evenings, mornings, and/or weekends as pre-determined by business need

  • Ability to use basic math skills including addition, subtraction, multiplication, and division, along with intermediate data entry/typing skills in an office or service center environment

  • Ability to use active listening skills to better understand the owner’s needs; ability to empathize with others' needs and respond sensitively; ability to use good judgment to respond to objectives successfully

  • In some limited instances, proficiency in Japanese, Portuguese, Spanish or other language is preferred.

Technical Skills

  • Working knowledge of Microsoft Word and Excel

  • Good math aptitude and strong ability to type

Job experience

  • Two years customer service experience

  • Financial background is preferred

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

  • Medical
  • Dental
  • Vision
  • Flexible spending accounts
  • Life and accident coverage
  • Disability
  • Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
  • Wish day paid time to volunteer at an approved organization of your choice
  • 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
  • Legal and identify theft plan
  • Voluntary income protection benefits
  • Wellness program (subject to provider availability)
  • Employee Assistance Program

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.

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