Job Description

The Loan Collections Agent is responsible for contacting customers via telephone and/or email to keep accounts current by pursuing collections activities. Agents are responsible for determining the customers’ ability to pay and offer appropriate payment options to resolve customer account escalating to appropriate management personnel as appropriate. The agent acts as the primary contact for all owner collections issues.

Responsibilities

• Evaluate account information presented by automated calling system.

• Communicate with customers regarding delinquent account status.

• Determine customer’s ability to pay and offer appropriate payment options.

• Enter details of conversation and agreements into computer system.

• Review and comprehend delinquency status reports.

• Review and identify payment posting errors in financial systems and file for corrective action.

• Make collection escalation recommendations to appropriate individuals when more severe efforts are needed.

• Submit requests on behalf of customers for reports, statements, and forms to internal processing groups.

• Analyze information using computers with business processing software.

• Keep team leads/managers/directors abreast of trends and issues or status of work.

• Use computer systems and software packages to input, access, modify, store, or output information.

• Enter and retrieve data from computer systems using a keyboard, mouse or trackball.

• Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.

• Monitor and respond to inbound customer, client, and property communications via email, voice mail, etc. in a timely manner.

• Speak to customers and co-workers using clear, appropriate and professional language.

• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to maintain accuracy and completeness.

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Education/Experience

• High school diploma/G.E.D. equivalent.

• At least 1-year related work experience.

• Dialer experience preferred.

• Experience in a fast-paced work environment.

Skills & Attributes

• Good negotiating skills.

• Good oral and written communication skills.

• Enter and locate work-related information using computers.

• Ability to problem solve and troubleshoot.

• Ability to seamlessly work cross-functionally and across multiple brands.

• Read and visually verify information in a variety of formats (e.g., small print).

• Display abilities to multi-tasking (e.g., inbound and outbound calls).

• Flexibility with schedule.

• Arithmetic computation abilities.

• Follow federal law regulations regarding the servicing of loans (e.g., Payment Card Industry, Personal Identifiable Information).

• Follow company and department policies and procedures.

• Display skills in Microsoft Office software (Word, Excel, Outlook).

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.