JOB DESCRIPTION SUMMARY
The Recovery Specialists 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, Retention Specialists 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 the 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
- High School Diploma or GED 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
VA Notary Public
Has an understanding of legal/financial principles governing Timeshare/real estate contract
Knowledge of Spinnaker Resorts’ specific product offerings
WORKING CONDITIONS AND ENVIRONMENT
| Physical Demands: | Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight, occasionally lifting 30 to 50 lbs.; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to travel to other locations using private transportation; and to verbally communicate information.
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| Working Conditions: | Full time position
Work schedule to include day, weekend and holiday hours Evening hours and occasional overtime may be requested based on business demands.
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| Vacation: | Vacation is unavailable during peak time
Memorial Day through Labor Day, Thanksgiving weekend (Thanksgiving Day-Sunday) and December 23rd-New Year’s Day
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| Environment: | Work is performed primarily in a fast-paced office environment with frequent interruptions.
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