This site uses cookies. To find out more, see our Cookies Policy

Complaint Triage Officer in Orlando, FL at Diamond Resorts

Date Posted: 2/28/2018

Job Snapshot

  • Employee Type:
  • Location:
    Orlando, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

The Complaint Triage Officer (CTO) is part of a multidisciplinary team operating under the general direction of the Chief Compliance Officer, with additional support and direction from Human Resources, Legal and other leadership.  This position will review and/or investigate complaints from customers. 

  • Plans, executes, and documents investigations related to allegations of misconduct or policy violations.
  • Performs interviews and other investigative responsibilities independently and exercises discretion with issues such as how to best conduct interviews and which team members must be present.
  • Creates the record upon which management will base employment decisions.
  • Conducts a 'triage' process for consumer complaints, reviewing allegations of improper or unethical conduct by Company representatives, helping to ensure that all are following the Company’s Code of Conduct and relevant policies.
  • Prepares succint reports summarizing the results of the triage process for presentation to functional leaders that will make organizational decisions based on the results.
  • Receives intensive post-hire training in interview tools and techniques, as well as industry best practices, to address any deficiency in these areas.  
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned.
  • Associate degree or equivalent experience in related field.
  • A minimum five (5) years of experience in the compliance field required.
  • No supervisory experience required.
  • This position does not include any supervisory responsibilities. 
  • This position does not require licenses or certifications.
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices.  Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
  • Clear and concise communication skills; a calm, tactful, and objective approach to ascertaining facts and delving into uncomfortable issues.
  • Ability to understand complex fact scenarios, as well as to tolerate ambiguity and draw fine distinctions.
  • Must be a fast learner, able to absorb and follow instruction from the team’s advisors in Compliance, Legal, HR, and other functional areas.
  • Accuracy, discretion, and impartiality are of paramount importance.
  • Strong mental focus, work ethic, and attention to detail, as well as meticulous record-keeping practices.
  • Familiarity with the vacation ownership (i.e., timeshare) industry—particularly in sales, telesales, customer service, quality assurance (QA) or comparable roles. 
  • Computer proficiency in Microsoft Word, Excel, and Outlook.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Recognizes an emergency situation and takes appropriate action.
  • Able to establish and maintain a cooperative working relation.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong analytical and problem solving skills.
  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Performs well with frequent interruptions and/or distractions.