Customer Resolutions Manager

Hilton Grand Vacations

Manager overseeing customer complaints and escalations at Hilton Grand Vacations. Leading resolution strategies and ensuring compliance with regulatory standards in a customer-focused environment.

Posted 7/8/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $95,000 per yearWebsite

About the role

Key responsibilities & impact

Lead and manage all customer resolution, complaint and Collection support activities across the Portfolio Services while partnering across organization for resolution.
Ensure compliance with regulatory requirements, internal policies, and customer care standards
Oversee investigation processes, including account review and customer communication
Develop and implement resolution procedures, service level expectations, and escalation protocols
Monitor trends, identify root causes, and drive corrective actions to improve process
Prepare and present reporting on volumes, timelines, trends, and risk exposure
Partner with Operations, Collections, Compliance, and Legal teams on escalations
Drive continuous improvement initiatives to reduce complaint drivers and improve portfolio results
Ensure proper documentation and audit readiness for all cases
Ensure compliance with Fair Credit Reporting Act (FCRA) and Federal Debt Collection Practices Act (FDCPA) requirements.
Provide escalation support for high-risk or sensitive customer issues
Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
Completes all required Company training/compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.

Requirements

What you’ll need

Supervisor Experience
BA/BS/ bachelor's degree
Strong understanding of complaint management and dispute resolution
Knowledge of regulatory expectations (FDCPA, consumer protection standards and FCRA)
Excellent analytical and problem-solving skills
Strong written and verbal communication skills
Ability to manage escalations with professionalism
Proficiency in Microsoft Office tools
Strong organizational and prioritization skills

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Hilton Grand Vacations Website LinkedIn All Job Openings 10,000+ employees Founded 1992 👥 B2C 💰 Post-IPO Debt on 2024-11 B2C
Travel
Hospitality Hilton Grand Vacations is dedicated to delivering exceptional vacation experiences to guests around the world. With a focus on creating unforgettable moments, Hilton Grand Vacations offers access to beautiful vacation locations, allowing guests to reconnect with loved ones while enjoying their travels. The company emphasizes a vibrant work environment and is committed to professional development through internships and various career opportunities in hospitality and guest services. Customer Resolutions Manager Job not on LinkedIn 🔥 0 minutes ago 🐊 Florida – Remote 💵 $85k - $95k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Lead and manage all customer resolution, complaint and Collection support activities across the Portfolio Services while partnering across organization for resolution.
Ensure compliance with regulatory requirements, internal policies, and customer care standards
Oversee investigation processes, including account review and customer communication
Develop and implement resolution procedures, service level expectations, and escalation protocols
Monitor trends, identify root causes, and drive corrective actions to improve process
Prepare and present reporting on volumes, timelines, trends, and risk exposure
Partner with Operations, Collections, Compliance, and Legal teams on escalations
Drive continuous improvement initiatives to reduce complaint drivers and improve portfolio results
Ensure proper documentation and audit readiness for all cases
Ensure compliance with Fair Credit Reporting Act (FCRA) and Federal Debt Collection Practices Act (FDCPA) requirements.
Provide escalation support for high-risk or sensitive customer issues
Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
Completes all required Company training/compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned. 🎯 Requirements
Supervisor Experience
BA/BS/ bachelor's degree
Strong understanding of complaint management and dispute resolution
Knowledge of regulatory expectations (FDCPA, consumer protection standards and FCRA)
Excellent analytical and problem-solving skills
Strong written and verbal communication skills
Ability to manage escalations with professionalism
Proficiency in Microsoft Office tools
Strong organizational and prioritization skills Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Senior Manager, Infrastructure Systems 🔥 3 minutes ago Conduent 10,000+ employees 🤝 B2B 🛍️ eCommerce 🏛️ Government Website LinkedIn All Job Openings Senior Manager overseeing infrastructure initiatives supporting Commercial business capabilities. Leading delivery planning and execution in a hybrid infrastructure landscape with high-visibility timelines. 🇺🇸 United States – Remote 💵 $122.4k - $159k / year 💰 Venture Round on 2009-01 ⏰ Full Time 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor Quality Manager – Structured Cabling 🔥 54 minutes ago Mortenson 5001 - 10000 Website LinkedIn All Job Openings Quality Manager leading structured cabling projects for Mortenson. Ensuring high performance through quality system management and team collaboration with 100% travel. 🇺🇸 United States – Remote 💵 $100.1k - $150.2k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor Senior Manager, EV Field Services 🔥 59 minutes ago Pearce Services 1001 - 5000 📡 Telecommunications ⚡ Energy 🤝 B2B Website LinkedIn All Job Openings Senior Manager, leading teams and executing projects for Pearce Services in the EV industry. Responsible for customer satisfaction, team performance, and operational excellence across North America. 🇺🇸 United States – Remote ⏰ Full Time 🟠 Senior 👔 Manager Associate Manager, Measurement Products 🔥 1 hour ago DoorDash 10,000+ employees 🛍️ eCommerce 🚗 Transport Website LinkedIn All Job Openings Technical marketer supporting DoorDash Ads & Promotions Measurement team. Building reporting tools and analyzing data to enhance measurement and targeting strategies. 🇺🇸 United States – Remote 💵 $105.4k - $155k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 👔 Manager 🦅 H1B Visa Sponsor Manager, Beyond Insights 🔥 4 hours ago Real Chemistry 1001 - 5000 💊 Pharmaceuticals 🤝 B2B 🤖 Artificial Intelligence Website LinkedIn All Job Openings Manager of pharmaceutical media insights at Real Chemistry. Leading execution of measurement plans and collaboration across teams. 🇺🇸 United States – Remote 💵 $90k - $120k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor View More Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

Complaint ManagementDispute ResolutionRegulatory ComplianceAnalytical SkillsProblem-SolvingEscalation ManagementDocumentationReportingContinuous ImprovementProcess Improvement

Soft Skills

Communication SkillsOrganizational SkillsPrioritization SkillsProfessionalismTeamwork