Customer Resolution Officer

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Primary Objectives

To actively contribute to the company vision of making holiday dreams come true, with integrity, empathy, and regulatory excellence, this role is responsible for managing complex customer cases across financial hardship, escalated complaints, and insolvency. The Senior Case Specialist plays a critical role in safeguarding customer outcomes, reducing compliance risk, and improving internal processes that impact service quality and fairness.

Principal Responsibilities

Responsibilities include but not limited to:

- Case Management & Dispute Resolution

- Manage all financial hardship applications end-to-end in line with the National Consumer Credit Code (NCCP) and internal policies

- Resolve escalated complaints not requiring legal or executive intervention, acting as a specialist escalation point for team leaders and frontline staff

- Liaise with the Internal Dispute Resolution (IDR) team to address critical customer matters, ensuring timely, compliant outcomes

- Respond to and manage credit reporting disputes, ensuring adherence to Comprehensive Credit Reporting (CCR), the Privacy Act, and relevant obligations

- Insolvency & Bankruptcy

- Administer bankruptcy matters (including Part IX and Part X Debt Agreements) from notification through to resolution

- Liaise with trustees, administrators, and regulatory bodies as required

- Maintain accurate records and ensure all actions comply with the Bankruptcy Act and internal policies

- Compliance & Quality

- Conduct quality assurance reviews related to compliance and case handling, supporting a culture of accountability and continuous improvement

- Provide coaching and feedback where appropriate to reduce future risk and build capability within the broader team

- Continuous Improvement

- Identify recurring issues, trends, or systemic risks based on case insights and partner with stakeholders to drive process or policy changes

- Assist with root cause analysis and participate in initiatives aimed at improving customer experience, operational efficiency, and regulatory alignment

- Stakeholder Engagement

- Collaborate with internal stakeholders (e.g. Legal, Customer Care, Contact Centres) and external contacts (e.g. administrators, legal representatives) to support fair outcomes

- Prepare case summaries and documentation for internal reporting or external submissions when required

- Providing compensation when necessary

- Maintaining a high level of product and regulatory knowledge

- General

- Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be effected by your conduct in the workplace

- Display a Count On Me service to all internal and external parties.

- Display innovation through inspiring, creating and improving processes and products.

- Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.

- Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.

Key Position Criteria

- Demonstrated experience in financial services, complaints resolution, or hardship case management

- In-depth knowledge of NCCP, Privacy Act, Bankruptcy Act, and other relevant legislation

- Prior experience working with insolvency practitioners or external dispute resolution bodies is highly regarded

- Strong written and verbal communication—able to explain complex or sensitive information clearly and respectfully

- High emotional intelligence with the ability to remain calm, empathetic, and solutions-focused in challenging situations

- Excellent organisational skills and ability to manage competing priorities under pressure

- Sound judgement, discretion, and an ability to escalate appropriately

- Comfortable working autonomously in a high-volume, high-compliance environment

- Ability to work autonomously in a fast paced environment

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We/'re always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.

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