Consumer Finance Communication Specialist

We Put the World on Vacation

Primary Objectives:

The Communication Specialist is responsible for managing and resolving complex customer issues and conflicts. This involves developing and executing communication strategies to effectively address and resolve customer complaints, mediate disputes, maintain positive relationships with customers and the ability to handle high-pressure situations with professionalism. This role will work closely with customers and internal stakeholders to ensure consistent messaging and effective communication across all channels.

Principal Responsibilities: (Include but not limited to)

Email and SMS Management:

• Respond to all communications such as emails and SMS within documented service agreements.
• Maintain a high level of responsiveness and professionalism in all written communications.
• Write, edit, and proofread high-quality communication such as emails and SMS.
• Document all resolution processes and outcomes thoroughly.
• Provide seamless, concierge-style service to customers and ensure the communication is grammatically correct and professional in nature.
• Ensure quality customer service is provided to all potential and existing clients and customers.

Customer Issue Resolution

• Address all written communication (including, but not limited to) of customer complaints and concerns promptly and professionally.
• Proactively ensure account maintenance is prioritised and to avoid possible complaints.
• Actioning Adhoc Escalations using proper policy and procedures.
• Researching all queries/complaints thoroughly and providing detailed accurate account information.
• Implement best practices and innovative solutions to enhance conflict resolution processes.

Stakeholder Collaboration

• Take an active role in cross-functional projects and initiatives, leveraging your experience to enhance the efficiency and customer experience of operational processes.
• Provide a holistic support tof all Consumer Finance Contact Centre team members under the contact centre and include other departments if necessary.
• Implement and support communication strategies that align with the organisation's goals and objectives.
• Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be affected by your conduct in the workplace.
• Display a Count On Me! service to all internal and external parties.
• Show integrity in all aspects of the position by doing the right thing, taking responsibility, and delivering on the promise.
• Display leadership values by ensuring effective communication and respecting your peers and managers.

Key Position Criteria:

• Strong problem-solving and critical-thinking skills.
• Ability to work independently as well as in a team environment.
• An ability to work with a sense of urgency, whilst balancing a commitment to service quality.
• Be well-equipped in being able to deliver difficult information to customers.
• An ability to work under pressure and maintain a positive attitude.
• Be proactive and solutions-focused.
• Effective communication skills at all levels.
• Ability to work autonomously in a fast-paced environment.
• Experience in high volume or fast-paced collections environment

Microsoft Office experience will be well-regarded

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. 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.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and location of the position for which you are applying.