Las Vegas, NV October 28, 2026 --(PR.com)-- Meet members where they are.
That straightforward philosophy is at the heart of Trinity Service Enterprises’ innovative servicing and collections strategy that has significantly improved the performance of two vacation ownership loan portfolios. By communicating with members through the method they prefer, providing multiple payment channels and working quickly to resolve resort-related issues, Trinity is making it easier for owners to keep their accounts in good standing.
The results are measurable. The percentage of active accounts that were classified as delinquent across the two portfolios declined from 42.5% to 18% in November 2025.
“Successful collections aren’t just about asking someone to make a payment,” said Odilia Guiant, CEO of Trinity Service Enterprises. “You have to understand the member and make it easy for them to work with you. That means communicating in the language and channel they prefer, giving them payment options that fit their needs and helping resolve the issues that may be keeping them from paying in the first place.”
For this portfolio of owners who live in Mexico, Trinity began by learning about the members and how they preferred to interact. The company found WhatsApp to be an especially effective communication channel and assigned native Spanish-speaking representatives to provide personalized service.
Trinity then makes it as convenient as possible for members to pay. Options include an online portal, payment links, referenced bank deposits and recurring payments. Rather than directing every owner into the same process, servicing representatives can help members select the payment method that works best for them.
Just as important, Trinity works to understand why an owner has stopped paying. In some cases, members with significantly delinquent accounts were not unwilling to pay. They lacked information or had unresolved issues that interfered with payment.
Trinity maintains direct communication with resort departments, including reservations and accounting, allowing its servicing team to quickly escalate member concerns and make sure they are addressed.
“We see ourselves as an extension of the resort, not simply a vendor,” said Maribel Jimenez, Trinity’s director of operations. “When a member has a question, complaint or issue with the resort, we work with the appropriate team to get an answer and expedite a solution. ”
The strategy is producing results even among seriously delinquent accounts. Trinity successfully returned a group of accounts averaging 234 days past due to current status within a matter of months. Those owners are now making on-time monthly payments, demonstrating Trinity’s ability to re-engage members who had fallen significantly behind and restore their accounts to performing status.
“Over the past year of working together, we have seen an improvement in collection results across our portfolio,” said a resort company representative. “We attribute that progress to the collaboration between our teams, ongoing communication and efforts to strengthen collection strategies. This is a positive step toward improving collection performance and strengthening our financial position, and we believe there is significant potential for continued improvement.”
Trinity’s tools give resort management greater visibility and control over its portfolio. When members use Trinity’s payment channels, transactions are immediately reflected in its system. Trinity’s business intelligence dashboards provide management with continually updated portfolio information, allowing executives to monitor performance, identify trends and make more informed decisions.
Before servicing begins, Trinity establishes collection protocols based on the characteristics of the portfolio. These guidelines give representatives clear parameters for working with delinquent owners while ensuring the resort maintains control over collection policies and available options.
“Technology is an important part of what makes this possible, but the technology supports a very human approach,” Guiant said. “We are using better information and better tools to understand what individual members need and remove barriers to payment. That improves portfolio performance while providing a better member experience.”
About Trinity Service Enterprises
Trinity Service Enterprises provides world-class service to developers in the United States, Mexico and the Caribbean. Their experienced, multi-lingual team understands the needs of the timeshare industry and provides solutions so that clients can concentrate on providing quality vacation experiences to their members.
Clients can rely on Trinity for loan servicing, multi-currency payment processing, reservations management, marketing assistance and SaaS technology solutions that PCI and SOC 1 Type II compliant. For more information, visit https://trinityserv-ent.com or call 702-747-7011.
Contact Information:
Trinity Service Enterprises
Judith Kenninger
3178588744
Contact via Email
trinityserv-ent.com/
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