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Service Support Counselor (Maternity Cover), Cork
Client: Marriott Vacations Worldwide
Location: Cork, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: 80b882defbef
Job Views: 115
Posted: 21.01.2025
Expiry Date: 07.03.2025
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. To serve as a resource to the MVCI Financial Services Associates and Customer Vacation Services Associates.
2. Deal with customer issues received through escalated calls, emails, or letters.
3. Use Standard Operating Procedures as a guide to ensure compliance with all laws and company policies.
4. Maintain a tradition of providing excellent service to all customers and associates.
5. Train and instruct other members of the department.
6. Become an independent associate, able to analyze problems and formulate plans.
7. Help improve the Customer Service Department through personal action and ideas.
8. Understand the CS Dept as a business and its budgetary goals.
9. Assist and provide cover for the Foreclosure Specialist when required.
10. Manage and keep the FS email inbox up to date and reply within given deadlines.
Working Relationships:
Reports to Senior Manager Financial Services; interfaces with various departments and associates.
Essential Job Functions:
1. Answer incoming questions from MVCI Financial Services Associates and Customer Vacation Services Associates.
2. Support the Servicing and collection team and the Financial Service Department.
3. Handle and 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 all refinance requests from owners.
8. Research and analyze specific account situations and recommend solutions.
9. Responsible for all 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 during peak times.
Marginal Job Functions:
Assist staff with MVCI initiatives, perform special projects as directed by management.
Job Qualifications:
1. Strong background in customer service.
2. Strong 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.
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