Lead Portfolio

This position oversees the day-to-day operations in the Loan Servicing department, creates/updates written procedures and work instructions, facilitates training, and assists in the compilation of data and reports regarding the performance of the receivables serviced by HGV. As the Portfolio Lead you will be supporting all facets of portfolio and loan servicing, which include payment processing and cancellation duties. You will be responsible for delegating functions and performing quality assurance for Portfolio / Payment Program Specialists.  In addition, you must directly perform various job functions, which may include posting, adjusting, reconciling, researching and reporting on payments for our timeshare owners. You will also be responsible for cancelling contracts and loans and releasing the associated inventory in our proprietary systems.

• Delegates and reviews work to Specialists, providing constructive feedback and approvals as appropriate
• Charges and posts payment receivables
• Processes payment refunds, transfers and adjustments
• Reconciles payment postings to merchant accounts and proprietary systems
• Handles/responds to correspondence received via department email boxes 
• Assigns and completes requests that are submitted by internal departments via our Customer Service Management (CSM) platform
• Oversee proper handling of contracts/loan cancelations requested internally and by other departments
• Runs existing reports and/or facilitates the creation of new reports utilized to perform duties
• Develops, updates and implements standard operating procedure guides per established policy
• Provides daily, weekly, and monthly totals for various activities to management
• Assists with end-user testing for new products, processes or enhancements
• Trains and cross-trains fellow team members on various functions
• Ensures compliance with reporting requirements and prepares audit samples
• Assists manager and supervisor with staff performance reviews 
• Assigns and supervises special projects and ensures timely completion
• Identifies operational control points, weaknesses and risks
• Develops an acute understanding of the utilization of available technology and document process flows
• Adheres to Company standards and maintains compliance with all policies and procedures
• Performs other related duties as assigned/required

Required Qualifications:

• Ability to take initiative and effectively adapt to changes
• Highly proficient in Microsoft Word, Excel and Outlook
• Proficiency in time management; the ability to coordinate and prioritize
• Recognizes an emergency and takes appropriate action
• Detail oriented with a strong customer-based focus
• Excellent verbal and written communication skills
• Ability to interpret and create policies, procedures and manuals
• Ability to maintain balance of cordiality while enforcing department objectives
• Ability to work overtime and occasional weekends, as needed

Preferred Qualifications:

• Working knowledge of Clarity and NLS is preferred.
• Loan servicing / receivables experience 

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  Benefits that support Team Member health and financial wellbeing.

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  Travel and hotel discounts for Team Members, family and friends.

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  A healthy work-life balance with PTO and flexible hours.

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  Team Member events that build camaraderie through fun activities.

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  An open-minded culture committed to diversity and inclusion.

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  Incentives for Team Members that exhibit excellence every day.