Desk Collection Officer

PT Travel and Leisure Indonesia; Maja; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

Travel + Leisure Co. is seeking a Collections Associate to support overdue accounts through proactive outreach by phone and email. You will negotiate payment plans, document activities, and work to recover arrears while delivering excellent customer service.

You will handle high-volume calls, maintain accurate records, and adhere to regulatory guidelines. Collaboration with teams and timely reporting will help meet KPIs and drive debt recovery strategies.

Qualifications

• Excellent time management and self-motivation to achieve targets.
• Flexible and adaptable to a fast-paced environment.
• Intermediate level Microsoft Office.
• Ability to negotiate, be patient, persevere and show empathy to customers.
• Experience in collections or a call centre environment.
• Knowledge of or willingness to learn regulatory acts such as AML and debt collections practices.

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.
• Provide accurate information on products, services and accounts.
• Aim for maximum recovery of arrears within targets.
• Ensure actions comply with policies and regulations.

Skills

Negotiation

Empathy

Customer service

Time management

Adaptability

Call center experience

Tools

Microsoft Office

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.

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.