Sr Manager Financial Services in Corporate Office Lakeland at Marriott Vacations Worldwide Call Center

Date Posted: 11/12/2020

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/or department objectives. Generally works under limited supervision, but within established guidelines, monitoring the flow of work between own department and others in alignment with business strategies, selecting and developing effective managers and work teams, managing own organization through reliable systems and processes, and producing and analyzing more complex business information to assist in the decision making process. 




Specific Job Summary (describe the nature and purpose of the position)

The Senior Manager of Customer Service and Collections in Financial Services is responsible for:

  • Overseeing all aspects of customer service touch points for servicing and collections of the loan receivable portfolio and the maintenance fee portfolio.  Monitors service levels and makes recommendations to deliver world class service levels.
  • Monitoring all customer communication within Financial Services and implements process revisions to resolve owner issues.
  • Working with internal business partners (i.e. New Owner Administration, all call centers globally, Legal Department, Latin America in-country offices, Customer Advocacy, Cork, Ireland office, Singapore, Asia office) to resolve owner issues.
  • Monitoring and reporting on the collection activity on the loan receivable portfolio and maintenance fees portfolio.  Ensure collection strategies are effective to maintain the lowest possible delinquency percentages.
  • Monitoring and reporting on loan default rates.  Ensure collection strategies are effective to maintain the lowest possible default rates (foreclosures and Deed in lieu of foreclosures).
  • Analyzing and reporting on all customer servicing activities; ensuring minimum standards are met.
  • Overseeing and reporting on inbound and outbound calls and meet all minimum call standards and service levels.
  • Developing and revising policies, procedures and associate training related to customer touch points
  • Overseeing all aspects of credit reporting, monitoring, disputes and corrections as well as ensure compliant with Fair Credit Reporting Act (FCRA).
  • Monitoring and ensuring compliance with all governing legislation for credit and collections.

Expected Contributions

  • Contributes to team, department and/or business results by performing more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones.
  • Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk. 
  • Works to enhance the organization’s capabilities through effective staffing and development of others by:
    • using appropriate MVW interviewing tools to hire the best managers available from inside or outside.
    • hiring for diversity and balance of skills.
    • setting and maintaining high standards for team and individual performance.
    • providing timely coaching and feedback.
    • making and rewarding distinctions in performance.
  • Assists more senior associates in achieving business results by:
    • identifying opportunities to enhance the effectiveness of business processes.
    • providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution.
    • participating in setting department operating plans.
    • recognizing and celebrating team successes.
    • achieving results against budget within scope of responsibility.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.



Specific Expected Contributions (including duties and responsibilities)

  • Lead processes, performance measurement and continuous improvement activities related to Customer Service, and Collections to ensure all financial, customer, process and associate goals are achieved. 
  • Develop and implement communication and business change management plans, internal controls, policies and procedures to ensure compliance with internal and external requirements, i.e. Sarbanes-Oxley, Personal Information Protection, OFAC, etc. 
  • Develop, report and manage monthly performance measurements specifically related to customer service, communications and collection processing efficiency and effectiveness, as well as customer satisfaction and communication statistics. 
  • Monitor and analyze call volume statistics to determine trends as well as staffing needs.
  • Coach and counsel associates to achieve peak personal performance, especially as it relates to their personal and professional development. 
  • Manage outside vendor relationships. 
  • Initiate continuous process improvement designed to increase the efficiency and effectiveness of all customer service and collection processes, especially as it relates to enhancing customer satisfaction, achieving financial results and minimizing past due loan accounts.
  • Ensure that all customer and financial records are maintained in a format that will facilitate an efficient review by Senior Leadership, as well internal and external auditors.
  • Work closely with Mortgage Bank Accounting, New Owner Administration, and Capital Markets to ensure that the loan servicing system accurately reflects all transactions and reports generated, including all required reconciliations essential to support the needs of internal and external auditors.
  • Leverage Performance Measurements to recognize and reward associates. 
  • Interact with peers to encourage cross-department and process collaboration.


Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Generally a professional position with specific knowledge and experience in a discipline (e.g., Accounting, Human Resources, Information Technology) as well as associate management experience.  College degree and/or relevant experience typically required.

Specific Candidate Profile (the education, experience, skills and attributes that are important for this position)

  • 7 to 10 years’ experience in credit and collections and knowledge of applicable legislation
  • Strong financial and analytic acumen
  • Ability to analyze data and drive performance-based results
  • Ability to successfully lead high performing teams with little or no supervision
  • Excellent analytical, problem solving and organizational abilities
  • Excellent verbal and written communication skills, including the ability to effectively deliver presentations to large audiences, including senior level management
  • Strong collaborative skills and professional demeanor 
  • Intermediate Excel, PowerPoint, Word and Access skills
  • Some travel may be required


Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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