Assistant Manager- Collections Mexico

Are you ready for your **DREAM VACATION**? Join our ResortCom family to make that dream come true

At the Employer of Choice, a complimentary week at one of our managed resorts for you and your family is THE **STANDARD**

Our employees know that our company is a great place to work because we care about our team, work hard for our success, and value diversity and culture.

We strive to be better than our competitors and distinguish ourselves through our performance. Whether you’re delivering the ultimate guest experience at one of our spectacular resorts or building your career within one of our many corporate departments, a career with ResortCom is like no other

We are currently looking for an Assistant Manager
- Collections, to join our ResortCom family

**Position Summary**

This position reports to the Loan Services Assistant Manager and is responsible for overseeing the day-to-day operations of the Collections Department. The position requires a strong leader with experience in managing teams within the loan servicing and/or vacation ownership industry, particularly in the area of collections. The LSAM plays a key role in supporting employee development, performance management, client relations, and operational excellence. This role will directly manage floor operations in Guadalajara and support team members to meet both internal goals and client expectations.

**Essential Functions**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provide daily guidance and communication to the collections department to ensure key goals such as recovery rates, service level, and compliance metrics are achieved.
- Hire, train, and develop staff within the Loan Services department, supporting up to 40 employees, including Supervisors and Team Leads.
- Oversee the daily workflow and provide on-floor support to leadership roles to ensure consistent and effective management communication and coverage.
- Lead performance management efforts including regular 1:1 meetings, coaching, mentoring, and performance reviews for direct reports and leadership team.
- Monitor collection performance metrics (payments, promises to pay, call quality, etc.) and develop action plans to address performance gaps.
- Partner with internal teams across divisions to support integrated business operations.
- Partner with Workforce Management to ensure proper staffing and scheduling.
- Implement and enhance processes and Standard Operating Procedures (SOPs) to improve efficiency and effectiveness of loan collection operations.
- Collaborate with the QA and Training teams to ensure effective onboarding of new hires and address ongoing training needs. Responsible for preparing and maintaining comprehensive training agendas.
- Review and analyze department performance, produce reports, and provide recommendations for operational improvements.
- Respond to escalated client or member issues, ensuring timely and professional resolution while maintaining a high standard of customer service. His role also includes active participation in client meetings as needed.
- Uphold the integrity and professionalism of the department while fostering a positive and respectful work environment. Active participation in all company events is required.
- Keep the Loan Services Manager informed of any operational issues, emergencies, or notable opportunities within the team.
- Conduct weekly one-on-one meetings with the Loan Services Manager, coming prepared with all relevant reports and data for review and discussion.
- Assist in special projects and initiatives assigned by leadership.
- All other duties and projects assigned by management.

**Pay Information**

Assistant Manager
- Loan Servicing: MXN $43,000.00 Pesos monthly + monthly bonus. Shifts will be scheduled for 40 hours per week divided into 5 days.
- Attendance Bonus
- Savings Fund
- Life Insurance
- Food Voucher
- At Law Benefits

Career Progression Opportunities

**Other Duties**

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

**Work Environment**

The work for this position is conducted in an office environment. The noise level in this environment is usually moderate. Travel will be required to receive training, attend meetings and develop relationships with other professionals. Evenings and weekend work may be required based upon the workload.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required