Desk Collection Supervisor

Travel + Leisure Co.; Indonesia; On-site; USD 6.000 - 8.000; Full time

Job summary

Travel + Leisure Co. cherche un superviseur des services spécialisés pour gérer les plaintes et superviser une équipe. Le rôle inclut le respect des exigences réglementaires et l'innovation des services. Les candidats doivent avoir d'excellentes compétences en service à la clientèle et une expérience en supervision.

Qualifications

• Expérience en supervision et leadership d'équipe.
• Connaissance des lois pertinentes comme la Bankruptcy Act et NCCP.
• Capacité à travailler de manière autonome et en équipe.

Responsibilities

• Superviser les services spécialisés et gérer les plaintes clients.
• Assurer le respect des exigences réglementaires.
• Innover et améliorer les processus de l'équipe.

Skills

Exceptional customer service skills

Strong problem-solving

Negotiation skills

Complaints management skills

Effective interpersonal skills

Education

Experience in finance or related fields

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.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

1. Supervise the Specialized Services areas; Change of Ownership, Hardship & Insolvency, Customer Dispute Resolution, Owner Solutions / Re-engagement.
2. Ensure the team responds to, oversees, and reviews all complaints and/or customer survey responses and escalated issues in a timely and appropriate manner, in accordance with applicable regulatory requirements and company policy, from start to completion.
3. Contribute to the quality of all portfolios through supporting all of Consumer Finance.
4. Direct the department and its clients towards more efficient processes by developing, monitoring, and evaluating performance standards and solutions to consumer finance business unit problems.
5. Ensure all audit requirements are met and data provided is robust and accurate.
6. Ensure daily workflow and timelines are achieved with accuracy.
7. Investigate and resolve issues from data maintenance.
8. Lead a team through strong leadership, support, and guidance.
9. Maintain understanding and efficient use of various company systems.
10. Ensure timely and accurate completion of month-end processes.
11. Handle escalated issues/complaints for internal and external customers.
12. Build strong relationships with key stakeholders.
13. Investigate and resolve complaints/requests involving credit contract variations due to financial hardship, complying with relevant legislation.
14. Record, organize, and follow up on complaints/issues in record systems.
15. Apply company policies and procedures to complaints/requests and provide necessary compensation.
16. Ensure compliance with relevant legislation such as Privacy Act, NCCP, Debt Collections Guidelines, Anti-Money Laundering.
17. Participate in interviewing and recruiting staff, develop and train team members and business partners.
18. Innovate by improving processes and products.
19. Display leadership through effective communication, respect, and support for team members.
20. Maintain data integrity and system understanding.
21. Manage performance development and conduct regular quality audits.
22. Oversee the Re-engagement program and maintain high product and regulatory knowledge.
23. Adhere to workplace health and safety policies.
24. Demonstrate hospitality, integrity, and leadership values consistently.
25. Plan, assign, and direct team work to ensure task completion.

Key Position Criteria

1. Exceptional customer service skills.
2. Intermediate proficiency in Microsoft Office, including Access, Excel, Word, Outlook.
3. Experience leading and supervising staff.
4. Strong problem-solving, negotiation, and complaints management skills.
5. Ability to work autonomously and in teams across multiple business units.
6. Excellent organizational, time management, and multitasking skills.
7. Effective interpersonal and communication skills.
8. Experience or willingness to learn about Change of Ownership processes.
9. Knowledge of relevant legislation such as Bankruptcy Act, Insolvency Act, NCCP, Privacy Act.
10. Experience in finance or related fields.
11. Ability to meet deadlines and work under pressure.
12. Proactive and solutions-focused attitude.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. We offer an inclusive environment where we deliver excellence, have fun, celebrate, and support each other. Join our global team and build a career where memories start with you.

We are an equal opportunity employer. If you require reasonable accommodation during the application process, please email [e-mail] with the position title and location.