The job description is quite comprehensive but can benefit from improved formatting for better readability and clarity. Here's a refined version with better use of HTML tags:
Service Support Counselor (Maternity Cover), Cork
Client: Marriott Vacations Worldwide
Location: Cork, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: 80b882defbef
Job Views: 3
Posted: 02.05.2025
Expiry Date: 16.06.2025
Job Description
SUMMARY:
The Services Support Counselor is an integral part of the Finance Services team.
Contract Type: Specified-purpose contract.
This role is a hybrid model (2 days in the office, 3 days remote)
Overall Responsibilities
1. Serve as a resource to the MVCI Financial Services Associates and Customer Vacation Services Associates.
2. Handle customer issues received through escalated calls, emails, or letters, including FIN Issues Owner Survey Response, and communication with management and other departments.
3. Follow Standard Operating Procedures of Marriott Vacation Club International, Marriott Corporation, and local SOPs to ensure questions are answered correctly, problems are resolved, and compliance is maintained.
4. Provide excellent service to customers and associates, responding sensitively to their needs and maintaining rapport.
5. Train and instruct team members, passing along skills and information for their development and providing feedback for improvement.
6. Develop independence in analyzing problems, making decisions, and completing work efficiently with high quality.
7. Contribute to continuous improvement in the Customer Service Department and Financial Services – Research and Support.
8. Understand the department's business objectives and budget relationships.
9. Assist and cover for the Foreclosure Specialist when required.
10. Manage the FS email inbox, ensuring timely responses.
Working Relationships
Reports to: Senior Manager Financial Services
Interfaces with: CVS, CA, CAFS, CSF associates, New Owner Administration, Customer Experience, IR, HR, F&A, MVCI associates.
Essential Job Functions
1. Answer incoming questions from MVCI Financial Services and Customer Vacation Services Associates courteously and efficiently.
2. Support the Servicing and Collection teams and the Financial Service Department.
3. Handle and resolve escalated customer issues related to loans or maintenance fees.
4. Make decisions based on established parameters and communicate effectively with owners and associates.
5. Ensure correct loan boarding and billing on MVCI IR systems.
6. Manage refinance requests and ensure proper processing.
7. Research account situations, interpret reports, and recommend solutions.
8. Handle external communication related to loan origination.
9. Perform account maintenance and participate in projects, meeting deadlines.
10. Assist with inbound servicing calls and emails during peak times.
Marginal Job Functions
Assist with initiatives, new programs, process changes, and special projects as directed.
Job Qualifications
Strong customer service experience, knowledge of computer applications, excellent interpersonal skills, and organizational abilities. Marriott Vacations Worldwide is an equal opportunity employer committed to diversity and inclusion.
#J-18808-Ljbffr