Desk Collection Officer

Travel + Leisure Co.; Kuta Selatan; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

Travel + Leisure Co. is seeking a Collections Specialist to contact customers via phone, email, or messaging to follow up on overdue payments and negotiate payment plans. You will monitor accounts and maintain accurate records.

The role requires experience in collections or call centres, strong negotiation skills, and the ability to work in a fast-paced environment.

Join a global hospitality team and help recover arrears while delivering excellent service and compliant practices.

Qualifications

• Experience in a collections or call centre environment.
• Ability to negotiate and propose payment plans.
• Excellent time management and organizational skills.
• Knowledge of regulatory guidelines affecting collections.

Responsibilities

• Follow up on overdue payments via phone, email, or messaging.
• Negotiate payment plans and document outcomes in the system.
• Maintain accurate records of collection activities and outcomes.
• Aim for maximum recovery while staying compliant and courteous.

Skills

Negotiation

Collections

Time management

MS Office

Customer service

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.

KEY RESPONSIBILITIES:

• Contact customers via phone, email, or messaging to follow up on overdue payments.
• Negotiate payment plans and provide appropriate solutions based on customer conditions.
• Monitor and manage assigned accounts to ensure timely collection.
• Update and maintain accurate records of collection activities in the system.
• 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 always maintained.
• Initiates follow up on all accounts 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.

KEY POSITION CRITERIA:

• Excellent time management and self-motivation and management skills
• Flexible, adaptable with ability to work in a fast-paced environment.
• Flexibility to work rostered hours when requested.
• Intermediate level Microsoft Office
• Ability to negotiate, be patient, persevere and show empathy to our customers
• Experience in a collections or call centre environment
• Knowledge of or willingness to learn all regulatory / legislative acts such as Anti Money Laundering, Debt
• Collections Practices, National Consumer Credit Protection Act, Privacy and apply them.

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.