Owner Resolutions Specialist

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.

Go Where Opportunity Is Everywhere
At Travel + Leisure Co., every day is an adventure where drive meets opportunity. Wherever you want to take your career, let’s get there together.

We are seeking a dedicated Owner Resolutions Specialist to join our team!

How You’ll Shine:

• Support Owner Services by managing enquiries, complex cases, and complaints received via Customer Hub, call centre, and Owner Education channels.
• Investigate complaints thoroughly, identify root causes, and determine appropriate solutions in line with company policies and legislation.
• Oversee case management for surveys, feedback, and medium-to-high complexity matters, ensuring accurate tracking and resolution.
• Communicate proactively with stakeholders and leadership, providing updates on Owner issues and resolutions.
• Apply compensation policies fairly and consistently, including reinstated credits, complimentary stays, or other remedies.
• Drive one-point resolution by assisting Owners with bookings and related service needs.
• Maintain accurate records of all interactions, actions, and case updates.
• Track complaint trends and report insights to leadership.
• Collaborate cross-functionally to reduce complaint volumes and improve service outcomes.
• Provide reporting on case volumes, trends, and findings.
• Support call operations as required.
• Deliver Count On Me! service to Owners and internal stakeholders.
• Contribute innovative ideas to improve processes, systems, and customer experiences.
   

How You’ll Be Rewarded

Build your career with a value-driven organization that promotes continual growth and development for its people. Some of our many benefits include:

• Comprehensive benefits package including health insurance and retirement plans
• Professional development opportunities to support your growth
• Discounted hotel stays across Australia, Fiji, and New Zealand
• Modern office facilities designed for collaboration and comfort-
• Subsidized private health cover upon successful completion of probation
   

What You Will Bring

• Exceptional customer service skills with enthusiasm for helping Owners maximize their ownership.
• Strong problem-solving and negotiation abilities, with experience in complaints handling and dispute resolution.
• Excellent communication skills, both verbal and written, with professional telephone manner and documentation accuracy.
• Sound judgment and maturity in decision-making.
• Effective time management with the ability to prioritize workload and meet deadlines independently.
• Advanced Microsoft Office proficiency (Access, Excel, Word, Outlook) and preferred typing speed of 65+ WPM.
• Flexibility and adaptability to work rotating shifts and attend training sessions as required.
• Strong team orientation with resilience and a positive attitude under pressure.
• Commitment to compliance

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 [email protected], including the title and location of the position for which you are applying.