Specialist IRM Broker Operations & Digital Systems

Marriott Vacations Worldwide

11d•Onsite

About The Position

The Specialist, Broker Operations & Digital Systems is responsible for supporting the daily operations of the Broker Operations & Digital Systems team. This role ensures the accuracy of Inventory Acquisition files, data, and reports for the department. The position involves handling owner interactions through digital platforms and assisting owners who wish to divest their timeshare interest. The ideal candidate will have a positive attitude, strong multitasking and quick-thinking abilities, excellent oral and written communication skills, and a desire to sell, as this is a natural career advancement path.

Requirements

High school diploma / G.E.D. equivalent minimum.
Minimum one-year related IRM, Vacation Ownership or real estate experience is required.
Minimum of 1-year professional experience with a minimum of two (2) years Real Estate experience preferred.
A minimum of intermediate proficiency in all Microsoft Suites applications.
Proven ability to gather the required information to analyze trends and surface possible solutions.
Strong verbal and written communication skills.
Ability to explain complex ideas clearly and concisely in a manner appropriate to the audience.
Proven ability to recognize and provide the appropriate level of detail required by each stakeholder.
Proven ability to develop and maintain effective relationships with a broad group of stakeholders.
Proven ability to consistently meet deadlines through effective multi-tasking and reprioritization of tasks.
Strong desire to continuously learn and develop.
Proven decision-making skills.
Detail Orientation
Time Management
Planning and Organizing
Integrity
Dependability
Positive Demeanor
Presentation
Initiative
Stress Tolerance
Adaptability/Flexibility
Teamwork
Customer Service Orientation
Diversity Relations
Telephone Etiquette Skills
English Language Proficiency
Communication
Writing
Listening
Applied Reading

Nice To Haves

College Degree preferred.
Experience in inventory management systems including SOLAR, Universe, DG Sun and TimeshareWare preferred.
Possession of a State real estate salesperson license for the respective state (e.g. Florida, California etc.) is preferred.
Experience with MVW Revenue Management and Preowned Inventory processes & systems an advantage.
Conceptual thinker.
Leadership

Responsibilities

Handle Owner Interactions via digital platforms (email, BOT management, DocuSign, department webpages).
Process inbound and outbound department mail.
Enter owner offers into the database.
Perform communication and data capturing steps for proactive campaigns.
Prepare and email/mail resale listing agreements.
Answer resale-related questions from Owners via phone.
Monitor email boxes and incoming forms for various departments (Ownership Exit Services, Call Pilot, Europe Resale, Resale Contracts) and respond or forward to the appropriate Manager/associate.
Distribute voicemail and mail to the appropriate Manager/associate.
Correspond with clients verbally and in writing to ensure necessary documentation is received and understood.
Scan, label, file, and store documents.
Perform audits and run reports for daily and weekly repurchase batches.
Assist with processing Right of First Refusals and resale contracts for all brands.
Contact brokers and owners as necessary.
Update appropriate systems, including Bluebook registrations, listing data, pricing updates, and close dates in Repurchase Databases.
Send email campaigns, including daily and weekly department surveys.
Update reporting for Team Meetings.
Secure customer comment approval for use in testimonials.
Perform small to medium projects and ad hoc projects.
Acquire and maintain comprehensive working knowledge of all Ownership Exit Services business applications, including BOT functions and DocuSign.
Maintain confidentiality of proprietary materials and information.
Protect the privacy and security of customers and co-workers.
Follow company and department policies and procedures.
Research questions and problems, referring complex issues to a supervisor.
Protect company tools, equipment, machines, or other assets.
Discuss work topics, activities, or problems with co-workers, supervisors, or managers with discretion.
Ensure regular ongoing communication within all areas of responsibility to create awareness of business objectives, communicate expectations, recognize performance, and produce desired business results.
Compose routine correspondence and reports, such as emails and spreadsheets.
Effectively communicate primary Ownership Exit Services philosophies as they pertain to recommended strategies to property staff and other department stakeholders.
Treat all employees and customers with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments, promoting an environment of teamwork.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Represent Ownership Exit Services cross-functionally with other business partners as necessary.
Use computer systems and software packages to input, access, modify, store, or output information.
Enter and retrieve data from computer systems using a keyboard, mouse, or trackball.
Utilize and create documents in Excel, Word, Outlook, and other Microsoft applications.
Perform tasks using the applicable Inventory & Revenue Management software.
Transmit information or documents using mail, scanner, or facsimile machine.
Operate standard office equipment other than computers such as telephones, scanners, fax machines, photocopiers, calculators, and electronic peripherals.
Keep office equipment in working order and contact service representatives to correct problems, following up to ensure resolution.
Maintain office areas, including calling housekeeping and maintenance when needed.
Enter and locate work-related information using computers and/or other methods.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Comply with quality assurance expectations and standards.