Inbound Consumer Finance Agent - Bilingual Spanish
About the role
We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide. Travel + Leisure is currently seeking qualified candidates for the position of Bilingual Spanish Inbound Customer Service Representatives. This is a work from home call center position that provides paid training. Only candidates that are fluent in English and Spanish AND live within the states of Florida or Nevada will be considered for this opportunity.
Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.
Skills
A curious thinker, a rule follower. Part of your responsibility will be to negotiate payment plans, ask discovery questions to determine root cause and analyze situations to determine the best course of action while following business practices, policies and State and Federal Laws. A competitive nature. Remaining focused in a goal-oriented atmosphere. Excellent listening skills. Listening to our customers with the intent to understand, influence, evaluate, and quickly offering alternatives will be key to your success. Keep your cool. You must always present a professional and friendly demeanor, which isn’t hard because we have the best owners in the world! You know how to talk to people. Having excellent telephone and communication skills equals success in a call center environment! Self-driven. Having the ability to work independently and keeping yourself in check will be critical in this role.
Responsibilities
- Manage large volume of inbound and outbound calls for the loan and dues accounts within the portfolio. (30% time)
- Accurately assess, identify, and respond to owner inquires in a timely and effective manner to prevent further issues while building relationships through interactive communication to achieve owner satisfaction. (25% time)
- Evaluate customer accounts utilizing the proper tools and methods to determine the appropriate and necessary actions. (25% time)
- Provide appropriate solutions and alternatives within the time limit; Follow up to ensure resolution, submit needed adjustment forms, and ensure proper documentation of transaction is notated. (10% time)
- Collaborate with other departments to ensure owners receive timely and effective service to their account. (10% time)
- Performs other duties as needed
Requirements
- High school diploma or G.E.D. equivalent
- Must be fluent in English and Spanish
- Two years customer service experience
- Working knowledge of Microsoft Word and Excel
- Good math aptitude and ability to type 30 wpm
- Strong work ethics and a high level of integrity and professionalism
- Ability to work a structured schedule and various shifts, including holidays, overnight, evenings, mornings, and/or weekends, based on business needs
Work From Home Requirements: The Internet Service Provider (ISP) must provide a dedicated high speed internet connection (DSL or Cable only) with minimum 20 Mbps download, 3 Mbps upload, <100 ms latency/jitter/ping, high speed modem containing at least one Local Area Network (LAN) Fast Ethernet port (