Breckenridge Grand Vacations
  • Accounts Receivable Management
  • Breckenridge, CO, USA
  • 17.00
  • Hourly
  • Full Time

Full Time Benefits Package

Job Title:               Resolutions Specialist 
Division/Dept:      Finance / Accounts Receivable Management
Reports To:           Director of Accounts Receivable Management
FLSA Status:         Non-Exempt
WC Code:              9012
EEO Code:            Administrative Support

SUMMARY:  This position audits new accounts set up in the Accounts Receivable vendor database and addresses all matters associated with mortgage accounts.  This position also assists owners with questions about their loans and updates appropriate software tracking programs while managing a heavy call volume.  Additionally, this position supports other members of the department and answers questions from other departments within the Company regarding loans and mortgages.


  • Audit new accounts set up in the Accounts Receivable vendor database.
  • Address all matters associated with mortgage accounts over 45 days past due.
  • Discuss loan status with owners via email, letters and over the telephone always providing accurate information on loans including account balances, payoff amounts and finance charges.
  • Service owner HOA accounts, answer all Customer Service emails related to HOA questions.
  • Enter clear and accurate notes into the appropriate software tracking programs documenting all contact with owners concerning mortgage and/or HOA accounts.
  • Process incoming account payments.
  • Assist the Account Manager Admin with Deed of Trust Releases.
  • Assist the Lead Resolutions Manager with HOA deed recoveries and owner bankruptcies for both HOA and mortgages.
  • Advise owners, upon request, when accounts are set up in the Accounts Receivable vendor database.
  • Responsible for managing Resale matters, Trade-in/Transfer Project, and support Sales regarding all matters of Owner matter resolution.
  • Uphold Hospitality Standards, Company Culture and Department Core Standards and observe Company policies and procedures.
  • Exhibit and maintain a high level of confidentiality and professionalism while exercising good judgment when handling critical and sensitive mortgage information, records, reports and issues.
  • Follow up on any situation that is not fully resolved at the time of the initial request always giving consideration to what the owner deems appropriate.
  • Respond promptly to all email and voicemail correspondence.
  • Maintain a positive working relationship with owners, co-workers and vendors to satisfy their Accounts Receivable related requests, always being helpful and courteous.
  • Adhere to Company appearance standards at all times; dress professionally when required.
  • Attend, conduct and participate in company-wide training sessions and department staff meetings.

MARGINAL DUTIES:  Functions that are not considered essential to the job:

  • Maintain tracking and documentation as determined necessary by the Director.
  • Process overpayment refunds.
  • Cross-train in other Accounts Management Receivable positions, at the request of the Lead Resolutions Manager, to provide coverage as necessary; perform other duties as assigned.
  • Assists other members of the Accounts Management Receivable department with work assignments as necessary.
  • Follow Company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participating in the Company's sustainability initiatives.

QUALIFICATIONS:  To perform this job successfully this position must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

COMPETENCIES / SKILLS / ATTRIBUTES: To perform the job successfully an individual should possess the following competencies, skills and attributes:  Communicate clearly and accurately in positive or negative situations * Demonstrate effective listening skills with the ability to determine root causes of expressed concerns * Be proactive with communications and services * Remain calm and empathetic in challenging situations with owners * Maintain expert knowledge and understanding of all computer programs and job knowledge applicable to the position * Take initiative and perform tasks without being asked * Pay attention to detail and demonstrate accuracy and thoroughness * Give and receive feedback and ask for clarification when necessary * Support the team's effort to succeed by giving and welcoming feedback, building morale and contributing a positive team spirit * Provide exceptional customer service and anticipate needs * Treat people with respect and consideration * Approach others in a tactful manner * Stay informed on the company, timeshare industry, home department, ski resort and town developments and communicate to others when necessary * Strive to develop knowledge and skills, sharing expertise with others * Use equipment and materials properly and effectively * Observe safety procedures and report potentially unsafe conditions.

EDUCATION/EXPERIENCE:  One-year certificate from college or technical school, minimum one year related experience and/or training or equivalent combination of education and experience.

COMPUTER EXPERIENCE:  Intermediate working knowledge of Microsoft Office programs (Outlook, Word, Excel & PowerPoint).  Must be comfortable with search engines and performing research on the internet.  Ability to type by touch, operate a personal computer and accurately record time worked, in the correct department, using the Company time keeping system.

LANGUAGE ABILITY:  Ability to speak, read, write and interpret in English.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS:  Ability to add, subtract, multiply and divide in all units of measure.  Ability to calculate figures and amounts such as discounts, interest and percentages.

REASONING ABILITY:  Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Perform repetitive motions of the arms (elbows, wrists, hands and fingers) over 2/3 of the time.
  • Use arms, hands and fingers to touch, handle, grasp and reach over 2/3 of the time.
  • Sit at a computer workstation (using mouse and keyboard) over 2/3 of the time.
  • Speak and listen in person and over the telephone over 2/3 of the time.
  • Stand, walk, stoop, kneel, crouch or crawl under 1/3 of the time.
  • Push with steady force, using upper extremities to thrust forward, downward or outward under 1/3 of the time.
  • Pull using upper extremities to exert force to draw, haul or tug objects in sustained motion under 1/3 of the time.
  • Lift between 10 -25 pounds under 1/3 of the time.
  • Requires close, distance, color and peripheral vision, close visual acuity and depth perception.

WORK ENVIRONMENT:  The environmental conditions the employee will have exposure to:

  • Pets and pet dander while working in the pet friendly office.
  • Office or administrative environment over 2/3 of the time.
  • Moderate noise.


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