Legacy Program Advisor

Westgate Resorts•Ocoee, FL

14h•Onsite

About The Position

We are seeking a customer-focused Legacy Program Advisor to support owners with questions regarding their vacation ownership benefits, account options, ownership transfers, and Legacy Program services. This role serves as a trusted resource for owners by providing guidance on timeshare ownership, account retention options, voluntary deed back programs, ownership transfers, reservations, and related account services. The ideal candidate has strong customer service and problem-solving skills, enjoys helping customers navigate complex situations, and thrives in a fast-paced contact center or owner services environment.

Requirements

1-2 years of experience in: Customer Service, Owner Services, Account Management, Contact Center Operations, Client Support, Member Services, Call Center Environments
High School Diploma or GED required.
Excellent verbal and written communication skills.
Strong customer service and conflict-resolution abilities.
Experience handling escalated customer concerns.
Strong organizational skills and attention to detail.
Ability to multitask in a high-volume environment.
Proficiency with Microsoft Office and customer service systems.
Ability to work independently and exercise sound judgment.
Adaptability in a changing business environment.

Nice To Haves

Experience within the following industries is preferred: Timeshare Vacation Ownership, Hospitality, Resort Operations, Real Estate, Mortgage, Title Services
Associate Degree in Business Administration, Hospitality Management, or related field preferred.
Bilingual English/Spanish preferred.

Responsibilities

Educate owners on timeshare ownership benefits, usage guidelines, vacation ownership programs, and available ownership transition options.
Review owner accounts and identify appropriate solutions including ownership retention, transfer opportunities, Voluntary Deed Back (VDB), Right of First Refusal (ROFR), and reconveyance options.
Provide accurate information regarding: Timeshare ownership transfers, Vacation ownership programs, HOA fees and maintenance fees, Reservations and usage rights, Legacy Program requirements, Administrative processing procedures.
Assist owners with safe and secure ownership transition options while educating them on potential risks associated with third-party exit companies.
Handle inbound and outbound customer service calls, emails, and owner inquiries regarding account services and ownership matters.
Process ownership transfer documentation, VDB requests, ROFR transactions, reservations, and associated administrative fees.
Collaborate with resale coordinators and internal departments to ensure timely and accurate processing of owner requests.
Resolve owner concerns and escalated customer issues professionally and efficiently.
Maintain knowledge of company policies, ownership programs, and customer service best practices.
Meet established performance goals related to quality, productivity, customer satisfaction, and service levels.
Book owner reservations when applicable.
Perform additional duties as assigned.

Benefits

Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
Paid Time Off – Vacation, Sick, and Personal Time to Recharge
Paid Holidays
401(k) with Generous Company Match to Support Your Future
Daily Pay – Access Your Earnings When You Need Them
Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
Wellness Programs to Support Your Well-Being
Flexible Spending Accounts (FSA)
Tuition Assistance to Help You Grow Your Career
Military Leave
Employee Assistance Program (EAP) – Support When You Need It Most
Life, Disability, Accident, Critical Illness, and Hospital Insurance
Pet Insurance for Your Furry Family Members
Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
Low-Cost Gym Membership
NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents After 1 Year of Service
Career Growth and Advancement Opportunities
Community Involvement – Give Back and Make an Impact