Correspondence Team Member

The Correspondence Team Member is responsible for managing and responding to written consumer communications, including complaints, inquiries, and requests for information. This role supports the company’s commitment to customer satisfaction while ensuring compliance with applicable legal and regulatory requirements.
Team members research and investigate incoming complaints related to company products and services, identify appropriate resolutions, and provide clear, professional written responses. By effectively addressing customer concerns, the Correspondence Team helps mitigate risk, prevent potential claims, and maintain high standards of customer service.
What You Will Do:
Review, research, and respond to written consumer complaints and inquiries in a timely and professional manner.
Utilize company resources effectively to verify information and ensure accuracy and completeness of correspondence.
Investigate customer concerns related to company products, services, and experiences.
Prepare clear, accurate, and compliant written responses to customers.
Ensure all correspondence aligns with applicable legal, regulatory, and company policies.
Collaborate with internal departments to gather necessary information and resolve issues.
Maintain accurate documentation and records of customer communications and case resolutions.
Assist with general information requests and administrative tasks as required.
Identify patterns or trends in complaints and escalate issues when appropriate.
Collaborate closely with the Compliance Team on the review and resolution of complaints.
Perform additional duties, projects, or tasks as assigned by Management.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
What You Will Bring:
Proficiency in MS Word, Excel, and Outlook
Exceptional communication skills
Fluency in English. Bilingual a plus - Spanish and/or Portuguese; reading, writing, and speaking
Customer service experience – One year required
Timeshare experience preferred
Quality Assurance experience preferred
High school diploma or General Education Degree (GED) required.
Associate or Bachelor’s degree in English, Communications, or related field preferred
Adobe Acrobat knowledge is a plus.
Strong written and verbal communication skills
Excellent problem-solving and analytical abilities
High attention to detail and accuracy
Ability to manage multiple cases and prioritize tasks effectively
Professional judgment and ability to handle sensitive or complex customer concerns
Strong organizational and time-management skills

Employment type
Full-time

Work arrangement
No