About the position Responsibilities

• Monitor the complaint handling processes, and if needed, assist team members with complaint handling process.
• Monitors team member collection and customer service calls and reports violations to leadership.
• Facilitate internal and external audits, which may include providing supporting documentation and assistance with audit inquiries.
• Report non-conformities discovered during internal monitoring and/or external audits to leadership.
• Collect and analyze system data for key performance indicators and trend analysis reports.
• Research applicable regulations and how they impact current/future processes and present findings to leadership.
• Draft / Revise department policies, procedures and consumer communications utilized by HOA A/R, Loan Servicing and Collections department.
• Assist with tracking of changes to department forms, consumer facing communications, policies, procedures and training material.
• Assist with training and testing of employee's knowledge of regulations, policies and procedures.
• Assist with collection and loan servicing licensing efforts - including submission of initial applications and completion of renewals.
• Perform other duties as assigned by leadership.

Requirements

• Associate's Degree/College Diploma
• 1-3 years of experience
• Knowledge of FDCPA, UDAAP, FCRA
• 1+ years of supervisory experience Nice-to-haves
• Bachelor's Degree
• 3-5 years of experience
• Timeshare experience Benefits
• Excellent health care options, including medical, dental, and vision
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide
• Employee Assistance Program that supports your physical and mental well-being
• Recognition Programs and Rewards apply to this job