Social network you want to login/join with:
Service Support Counselor (Maternity Cover)
Client: Marriott Vacations Worldwide
Location: Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: 80b882defbef
Job Views: 143
Posted: 03.03.2025
Expiry Date: 17.04.2025
Job Description:
SUMMARY:
The Services Support Counselor is an integral part of the Finance Services team.
Contract Type: Specified-purpose contract.
This role is a hybrid model: 2 days in the office, 3 days remote.
Overall Responsibilities:
1. Serve as a resource to the MVCI Financial Services Associates and Customer Vacation Services Associates.
2. Handle customer issues received through escalated calls, emails, or letters.
3. Use Standard Operating Procedures to ensure compliance with laws and company policies.
4. Provide excellent service to all customers and associates.
5. Train and instruct other members of the department.
6. Become an independent associate capable of analyzing problems and formulating solutions.
7. Contribute ideas to improve the Customer Service Department.
8. Understand departmental budget objectives.
9. Assist and provide cover for the Foreclosure Specialist when required.
10. Manage the FS email inbox and reply within deadlines.
Working Relationships:
Reports to Senior Manager Financial Services. Interfaces with: Associates within CVS, CA, CAFS and CSF; New Owner Administration; Customer Experience; IR; HR; F&A; MVCI associates.
Essential Job Functions:
1. Answer incoming questions from MVCI Financial Services Associates and Customer Vacation Services Associates courteously and efficiently.
2. Support the Servicing and collection team and the Financial Service Department.
3. Resolve escalated customer issues related to loan or maintenance fee transactions.
4. Make logical decisions based on established parameters of empowerment.
5. Communicate with Owners and associates to resolve customer issues.
6. Ensure correct loan boarding and maintenance fee billing on MVCI IR systems.
7. Manage refinance requests from owners.
8. Research and analyze specific account situations.
9. Responsible for external communication relating to loan origination.
10. Perform account maintenance on specialized customer accounts.
11. Participate in assigned individual and team projects.
12. Assist with inbound servicing calls and emails at peak times as directed by management.
Marginal Job Functions:
Assist staff with MVCI initiatives, new programs, and changes in processes/policies. Perform special projects as directed by management.
Job Qualifications:
1. Strong background in customer service.
2. Knowledge of personal computer programs/applications.
3. Outstanding interpersonal skills.
4. Effective organizational skills.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
#J-18808-Ljbffr