$18 - $25 / hour + Shift differential 

About Westgate Resorts
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

This is a remote position after training, but it is required that you live in the Orlando/Central Florida area to be considered for this opportunity.

This position is responsible for developing team members in Call Center Collections (third party collections) by providing resolutions to problems and inquiries and coaching and feedback on performance while maintaining all relevant documentation. Additional responsibilities include monitoring in and outbound calls to ensure proper customer service and collection methods and provide reporting to management. Secondary responsibilities include providing assistance to the ICA Manager and Account Services Director as requested on routine tasks and special projects. 

Position is responsible for complying with all Federal and State laws and regulations as well as internal policies and procedures.

Essential Duties and Responsibilities includes, but not limited to the following:  

• Responsible for all aspects of third-party collection efforts on the delinquent accounts in the portfolio to ensure compliance to servicing agreements and company procedures.
• Participates in interviewing of job applicants.
•  Assists ICA Manager with achieving team performance expectations.
• Coach, develop, and motivate staff to improve their performance and maximize effectiveness.
• Assist the ICA Manager with evaluation and completion of performance reviews for team members.
• Handle customer escalation issues and work to resolve them to a mutual benefit.
• Monitor telephone calls to ensure proper customer service and collection methods and provide reporting to management.
• Recommends and implements enhancements to improve the effectiveness and efficiency of department processes.
• Administrative tasks include preparing reports and scheduling of staff.

Shift Differential 15% Monday - Friday, and 20% Saturday

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must be proficient in Microsoft Office Suite products, detailed orientated, self-motivated, and disciplined. Require little to no supervision to follow through on assigned responsibilities and tasks. Multitask and handle heavy workloads in a timely manner. Multi-lingual is a plus. 

• Bilingual Spanish Required 
• Call Center Experience 2 year required
• Collections Leadership experience 2 years required

Education and/or Experience: 

Associate degree (A.A) or equivalent from two-year college or technical school, two or more years of supervisory experience in a related field.

Physical Demands

Ability to operate a P/C, facsimile, telephone, calculator, and other related office equipment. Ability to sit at a desk and/or stand for extended periods of time. Ability to visually review handwritten and computer-generated documents, as well as view a P/C screen. Ability to make and receive telephone calls.

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.