Consumer Finance Officer

Travel-Leisure-Co; Provinsi Bali; On-site; IDR 100,440,000 - 167,400,000; Full time

Job summary

Travel + Leisure Co. is a global leader in vacation ownership and travel membership.

The role focuses on delivering exceptional customer service, handling delinquency prevention and collection for portfolio accounts, and re-engaging owners to maximize satisfaction and loyalty. Based in Bali, the position requires strong verbal and written communication, ownership of client interactions, and adherence to regulatory guidelines while supporting the business goals and customer experience.

Qualifications

• Excellent customer service and strong communication skills are required.
• Ability to own and manage inbound/outbound communications.
• Capacity to support owners and maintain relationships effectively.

Responsibilities

• Handle high-volume inbound and outbound calls to service and collect on portfolio accounts.
• Maintain high customer service standards and resolve complaints promptly.
• Provide information and advice on products, services, and accounts.
• Aim for maximum recovery of arrears within targets.
• Follow appropriate procedures considering policy and legislation.
• Maintain accurate records of actions and account status.

Skills

Customer service

Verbal communication

Written communication

Ownership

Job description

We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. 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.

PRIMARY OBJECTIVES

The position requires excellence in customer service and superior verbal and written communication skills, taking ownership of each inbound/outbound communication to ensure that it has been actioned to the satisfaction of the customer and the business within a reasonable time frame as set out by management. Maintain, control and effectively manage the prevention and collection of delinquent accounts for various portfolios including servicing to our customers. Providing assistance and support to our owners, developing and maintaining our ongoing relationship, encouraging them to use their ownership and re-engaging them.

PRINCIPAL RESPONSIBILITIES

• High volume inbound and outbound calls to negotiate and service and/or collect on portfolio accounts.
• Maintain outstanding customer service, maximizing customer satisfaction and mitigating complaints and escalations.
• Provide accurate and well informed information and advice to customers on all products; services and accounts.
• Maximum recovery of arrears to ensure that arrears remain within agreed targets.
• Working to a solution with all customers.
• Make sound decisions and recommendations based on appropriate assessment of customer’s ability and willingness to pay which encompasses all legislative; policy and procedural guidelines.
• Implement most appropriate course of action for resolution of delinquency or irregular accounts in a timely manner.
• Maintain accurate and up to date records of actioning, events and account maintenance of the collections and servicing systems ensuring that customer confidentiality is maintained at all times.
• Initiate follow up on all accounts in order to ensure payment plans are fulfilled.
• Comply with all legislative and regulatory requirements including keeping up to date with all training and testing.
• Regular reporting and forecasting to meet KPI’s and Targets.
• Contribute at team meetings and other forums in a proactive manner for continuous improvement of collections and recovery strategies.
• Achievement of Key Performance Indicators and Targets on both an individual and departmental basis.
• Account maintenance and administration as required.
• All other reasonable duties as requested or required for time to time.

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.

If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.

Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year. We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.