Lead Quality Assurance

Hilton Grand Vacations•Las Vegas, NV

About The Position

As a Lead Quality Assurance Specialist, you will lead client relationships and provide quality servicing for HGV Club Members from the date of purchase until their Membership Account has been established. You will serve as the primary liaison to customers and handle follow-up for incomplete contract paperwork or payments and for deeding the client’s new purchase. You will provide professional, courteous face-to-face and telephone service to new HGVC clients in accordance with HGVC standards of integrity, quality, and service. As the lead, you will be the go-to person for questions and help lead daily interactions. This role ensures new owners understand their paperwork and contracts and have the information they need to feel comfortable with their purchase. You will work closely with sales staff to maintain high-quality customer service throughout the sales process and after the sale closes.

Requirements

High school diploma.
Three years of Quality Assurance experience in a timeshare environment.
Three years of hospitality or guest service experience.
Availability to work evenings, weekends, and holidays.
Excellent communication and interpersonal skills.
Proven ability to collaborate and work on a team.
Timeshare license required within 30 days of hire.

Nice To Haves

Bachelor’s degree.
Current Notary License.

Responsibilities

Explain purchase documents to owners, including Club rules and regulations, Hilton Dedication Program, interest rates, loan payments, and terms, so they have the information needed to feel comfortable with their purchase.
Provide guests with copies of all signed documents and verify their completeness and accuracy.
Receive original signed documents, verify their completion and accuracy, and flip deals in Chorus by confirming that Critical Documents have been received.
Order and maintain inventory, and prepare and send owner kits and POS’s to purchasers.
Enter ACH/ACC information for contracts with loans.
Resolve open issues preventing a contract from PTO or recording.
Follow up with clients and maintain post-sale contact by phone or email to provide high-quality service and help reduce cancels and kicks.
Serve as the primary purchaser contact until contract closing, assist owners with making reservations, and answer questions about the HGV program.
Update the Sales Team on contracts in process and assist with maintaining team volume reporting.
Uphold and follow all Quality Assurance Standards, including Corporate and Site Business Management Policies and Procedures.