JOB DESCRIPTION SUMMARY
The Recovery Coordinator will assist and support the Customer Relations, Sales, and Loans Departments with various tasks and projects to include, but not limited to, all communication, tracking, and reporting related primarily to customers who have defaulted on their loan during their first 12 payments. This role involves contacting customers to negotiate payment arrangements, resolving customer disputes, and ensuring accounts are properly documented. Additionally, Recovery Coordinator may use knowledge of Spinnaker Resorts’ products to address customer concerns, modify purchase agreements as needed, and reengage a customer in their purchase with a goal of collecting and securing the maximum amount of debt volume while maintaining the highest standard of customer service.
DUTIES AND RESPONSIBILITIES
- Contact customers and answer inquiries in a friendly and professional manner
- Ensure proper communication is made and documented with regards to all assigned delinquent accounts, including but not limited to phone calls, emails, and letters sent to owners.
- Contact defaulted and charged-back loans beginning at approximately 45 days of default with goal of making current and ensuring continued customer satisfaction with their purchase through at least 12 timely loan payments. Follow up to continue for a period not to exceed 21 days.
- Resolve underlying contractual concerns that have caused any Loan Delinquencies or Loan Defaults (e.g. paperwork errors, inventory errors, sales or marketing incentive expectations. etc.)
- Daily and weekly reporting of progress/efforts of 1st payment default resolutions and all applicable sales related issues.
- Enter all information into tracking Spreadsheets and /or Database.
- Ensure that all issues have been resolved timely
- Maintain and create additional logs and spreadsheets as needed
- Perform other related duties as required.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
- Ability to effectively deal with people and situations
- Ability to Problem Solve and think outside of the box if necessary to reach reasonable resolutions
- Ability to prioritize, work independently and proceed with objectives
- Ability to communicate effectively, both orally and in writing
- Excellent attention to detail
- Proficient in Microsoft Office with emphasis on Word, Excel and use of Access (SQL Based Databases).
- Customer Service experience necessary as well as excellent telephone etiquette.
- Knowledge of the Vacation Ownership industry, modern and current sales philosophies.
OPTIONAL SKILLS A PLUS
- SC Notary Public
- Has an understanding of legal/financial principles governing Timeshare/real estate contract
- Knowledge of Spinnaker Resorts’ specific product offerings
BENEFITS (BASED ON ELIGIBILITY)
- Weekly Pay and Direct Deposit
- Health Insurance (Medical/Vision/Dental)
- Company-Paid Life Insurance
- Paid Time Off (PTO) Program
- Paid Vacation and Holiday Pay
- 401 (K) Retirement Plan with a Company Match (based on eligibility)
- Employee Wellness Programs, including Employee Health Fairs and RALLY.
- Fitness Center Reimbursement
- Ongoing Professional Development Opportunities
- Employee Family & Friends Discounted Stays
- Various Employee Discounts (Local Businesses and National Retailers)
- Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
- Company-Supplied Uniforms and Equipment (Applicable Positions)
