Document Management - Name Change Specialist (Bilingual)

Westgate Resorts • Ocoee, FL

18d

About The Position

Westgate Resorts is seeking a bilingual English- and Spanish-speaking Document Management Name Change Specialist to support timeshare ownership transfers, resale transactions, name changes, and account maintenance. The specialist is a primary point of contact for owners, closing companies, real estate professionals, brokers, title agencies, attorneys, and internal teams regarding ownership record updates and transfer requirements. This is a high-volume, phone-based position involving frequent interaction with owners and third-party organizations throughout the ownership transfer process. The role requires strong attention to detail, excellent communication skills, and the ability to review legal documents while providing customer service in both languages.

The specialist processes transfer and account documentation, verifies that records meet company policies and legal requirements, maintains accurate ownership information, and monitors processing timelines. The role also involves researching account histories, resolving documentation issues, coordinating updates with internal departments, maintaining confidentiality, and escalating complex legal or customer concerns when appropriate. The position may also support process improvement initiatives, special projects, and departmental activities.

Requirements

• High school diploma or GED.
• At least 1–2 years of experience in customer service, contract processing, timeshare operations, real estate administration, title processing, mortgage servicing, hospitality, or a related industry.
• Fluency in spoken and written English and Spanish, including the ability to read both languages.
• Experience managing high-volume inbound and outbound customer interactions.
• Strong verbal and written communication skills.
• Strong customer service and relationship-building abilities.
• Organizational, multitasking, and time-management skills.
• Ability to review documentation accurately and maintain attention to detail.
• Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, and Teams.
• Ability to learn new systems, databases, and document management platforms.
• Ability to work independently and collaboratively in a fast-paced environment.

Nice To Haves

• Experience with timeshare ownership transfers, deed processing, title services, contract administration, escrow, mortgage servicing, or real estate transactions.
• Knowledge of probate processing, trust administration, estate transfers, divorce settlements, and ownership documentation requirements.
• Experience in a call center, customer contact center, or phone-based support environment.
• Experience reviewing legal documents and ownership records.
• Hospitality, resort operations, or vacation ownership industry experience.
• Customer service experience supporting both English- and Spanish-speaking customers.

Responsibilities

• Process timeshare ownership transfers, resale transactions, ownership changes, account updates, and contract modifications.
• Review and process transfers involving trusts, probate, estates, divorce settlements, inheritance, and legal name changes.
• Evaluate deeds, trust agreements, court orders, death certificates, probate documents, and other transfer paperwork.
• Verify ownership information and ensure documentation complies with company policies and legal requirements.
• Maintain accurate ownership records and update account information in company systems.
• Serve as a primary point of contact for owners, brokers, attorneys, title companies, closing companies, and internal departments.
• Handle high volumes of inbound and outbound calls about transfer requirements, timelines, fees, and documentation.
• Respond to inquiries by phone, email, and written correspondence.
• Explain transfer procedures, documentation requirements, and processing expectations to owners and external parties.
• Research account histories and ownership records to identify and resolve transfer issues.
• Request missing documents and work with customers and third parties to correct discrepancies.
• Coordinate with internal departments to accurately update ownership records and contract information.
• Escalate complex ownership issues, legal concerns, and customer disputes to management when appropriate.
• Comply with company policies, department procedures, and applicable legal requirements.
• Maintain detailed transaction records and documentation throughout the transfer process.
• Monitor processing timelines and service-level expectations to support timely completion of transfers.
• Participate in process improvement initiatives, special projects, and departmental support activities.
• Protect the confidentiality of customer records and sensitive information.

Benefits

• Medical, dental, and vision coverage.
• Paid vacation, sick, and personal time.
• Paid holidays.
• 401(k) with company match.
• Daily Pay access to earnings.
• Pregnancy, parental leave, and adoption assistance.
• Wellness programs.
• Flexible spending accounts.
• Tuition assistance.
• Military leave.
• Employee Assistance Program.
• Life, disability, accident, critical illness, and hospital insurance.
• Pet insurance.
• Discounts on hotels, cruises, resorts, restaurants, entertainment, and more.
• Low-cost gym membership.
• Annual scholarship of up to $40,000 for one eligible dependent of a current Team Member.
• Career growth and advancement opportunities.
• Community involvement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED