Job description for Consumer Finance Officer at Travel n Leisure (PT Wyndham Hotel Management)
PRIMARY OBJECTIVES:
- The position requires excellence in customer service and superior verbal and written communication skills, taking ownership of each inbound/outbound communication to ensure that it has been actioned to the satisfaction of the customer and the business within a reasonable time frame as set out by management.
- Maintain, control and effectively manage the prevention and collection of delinquent accounts for various portfolios including servicing to our customers.
- Providing assistance and support to our owners, developing and maintaining our ongoing relationship, encouraging them to use their ownership and re-engaging them.
PRINCIPAL RESPONSIBILITIES: (Include but not limited to)
- High volume inbound and outbound calls to negotiate and service and/or collect on portfolio accounts
- Maintain outstanding customer service, maximizing customer satisfaction and mitigating complaints and escalations
- Provide accurate and well informed information and advice to customers on all products; services and accounts
- Maximum recovery of arrears to ensure that arrears remain within agreed targets
- Working to a solution with all customers
- Make sound descisions and recommendations based on appropriate assessment of customer’s ability and willingness to pay which encompasses all legislative; policy and procedural guidelines.
- Implement most appropriate course of action for resolution of delinquency or irregular accounts in a timely manner
- Maintain accurate and up to date records of actioning, events and account maintenance of the collections and servicing systems ensuring that customer confidentiality is maintained at all times.
- Initiate follow up on all accounts in order to ensure payment plans are fulfilled.
- Comply with all legasative and regulatory requirements including keeping up to date with all training and testing
- Regular reporting and forecasting to meet KPI’s and Targets
- Contribute at team meetings and othe forums in a proactive manner for continuouse improvement of collections and recovery strategies
- Achievement of Key Performance Indicators and Targets on both an individual and departmental basis
- Account maintenance and administration as required
- All other reasonable duties as requested or required for time to time.
KEY POSITION CRITERIA
- Excellent time management and self motivation and management skills
- Flexible, adaptable with ability to work in a fast paced environment.
- Flexibility to work rostered hours when requested.
- Intermediate level Microsoft Office
- Ability to negotiate, be patient, persevere and show empathy to our customers
- Experience in a collections or call centre environment
- Knowledge of or willingness to learn all regulatory / legislative acts such as Anti Money Laundering, Debt Collections Practices, National Consumer Credit Protection Act, Privacy and apply them
