What are the responsibilities and job description for the Recovery Coordinator position at Spinnaker Resorts, Inc.?
WHO WE ARE
Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.
An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.
As we continue to expand our operations, consider starting a career with a company made up of over 500 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.
Click the link below to meet the Spinnaker Family! Testimonials from team members from various locations and roles. Could you see yourself joining our team?
https://spinnakerresorts.com/home/spinnaker-careers/
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JOB DESCRIPTION SUMMARY
The Recovery Coordinator will assist and support the Customer Relations, Sales, and Loans Departments with various tasks and projects to include, but not limited to, all communication, tracking, and reporting related primarily to customers who have defaulted on their loan during their first 12 payments. This role involves contacting customers to negotiate payment arrangements, resolving customer disputes, and ensuring accounts are properly documented. Additionally, Recovery Coordinator may use knowledge of Spinnaker Resorts’ products to address customer concerns, modify purchase agreements as needed, and reengage a customer in their purchase with a goal of collecting and securing the maximum amount of debt volume while maintaining the highest standard of customer service.
DUTIES AND RESPONSIBILITIES
- Contact customers and answer inquiries in a friendly and professional manner
- Ensure proper communication is made and documented with regards to all assigned delinquent accounts, including but not limited to phone calls, emails, and letters sent to owners.
- Contact defaulted and charged-back loans beginning at approximately 45 days of default with goal of making current and ensuring continued customer satisfaction with their purchase through at least 12 timely loan payments. Follow up to continue for a period not to exceed 21 days.
- Resolve underlying contractual concerns that have caused any Loan Delinquencies or Loan Defaults (e.g. paperwork errors, inventory errors, sales or marketing incentive expectations. etc.)
- Daily and weekly reporting of progress/efforts of 1st payment default resolutions and all applicable sales related issues.
- Enter all information into tracking Spreadsheets and /or Database.
- Ensure that all issues have been resolved timely
- Maintain and create additional logs and spreadsheets as needed
- Perform other related duties as required.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
- Ability to effectively deal with people and situations
- Ability to Problem Solve and think outside of the box if necessary to reach reasonable resolutions
- Ability to prioritize, work independently and proceed with objectives
- Ability to communicate effectively, both orally and in writing
- Excellent attention to detail
- Proficient in Microsoft Office with emphasis on Word, Excel and use of Access (SQL Based Databases).
- Customer Service experience necessary as well as excellent telephone etiquette.
- Knowledge of the Vacation Ownership industry, modern and current sales philosophies.
OPTIONAL SKILLS A PLUS
- SC Notary Public
- Has an understanding of legal/financial principles governing Timeshare/real estate contract
- Knowledge of Spinnaker Resorts’ specific product offerings
BENEFITS
- Weekly Pay and Direct Deposit
- Health Insurance (Medical/Vision/Dental)
- Company-Paid Life Insurance
- Paid Time Off (PTO) Program
- Paid Vacation and Holiday Pay
- 401 (K) Retirement Plan with a Company Match (based on eligibility)
- Employee Wellness Programs, including Employee Health Fairs and RALLY.
- Fitness Center Reimbursement
- Ongoing Professional Development Opportunities
- Employee Family & Friends Discounted Stays
- Various Employee Discounts (Local Businesses and National Retailers)
- Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
- Company-Supplied Uniforms and Equipment (Applicable Positions)
Job Type: Full-time
Schedule:
- Day shift
Work Location: In person
