Specialist Quality Assurance - Non-Comp
About The Position
Hilton Grand Vacations Hilton Head location is hiring a Quality Assurance Specialist. This role is crucial at the end of the sales process, assisting customers in their decision to purchase a vacation ownership product. The specialist solidifies new owner sales through comprehensive contract review, ensuring accurate signatures, notary, and execution of purchase documents. They help new owners understand their purchase and provide ongoing support for questions or cancellations. The position also involves administrative duties within the QAM department and maintaining high standards of customer service. The specialist ensures new and current owners understand their documents and ownership, helps them feel comfortable with their purchase, and assists with booking soft reservations. They also support current owners with questions, assist in training new QAMs, manage supplies and inventory, review document change bulletins, and participate in conference calls for efficiency.
Requirements
- High school Diploma/GED
- At least 2 years of hospitality/guest service experience
- Communicate clearly and distinctly with new owners
- Must have excellent communication skills, both verbal and written and a positive demeanor
- Possess project management and problem solving skills
- Must be computer savvy and have experience using Microsoft Office Suite
- Able to work a flexible schedule to include weekends and holidays
- Must exude a professional demeanor at all times on duty or on property
- Must possess the ability to acquire your notary license
Nice To Haves
- Bachelor’s degree in Hospitality Management/Business Administration or related experience preferred
- Timeshare/Vacation Ownership experience preferred
- 2+ years' experience in Quality Assurance (QAM) or as a Verification Loan Officer (VLO)
- Existing Notary Licensure
Responsibilities
- Assists with closing as a customer makes a decision to purchase our vacation ownership product
- Solidifies the new owner's sale by total contract review
- Reviews paperwork
- Ensures accurate signatures, notary and execution of purchase documents
- Helps new owner understand the purchase
- Assisting owners purchasing, but also help owners coming in and calling with questions or cancellations
- Ensures Vacation Counselors / Executive Consultants conduct follow-up efforts with owners
- Explains and ensures new owner understands the documents
- Assists with the administrative duties of the QAM department
- Maintains a high standard of customer service throughout the resort
- Provides positive service to new owners prior to activation
- Provides positive service to all owners who call after activation
- Ensures new and current owners understand documents and ownership
- Help owners feel comfortable about their purchase and if need be, help book soft reservations for them before they are in the system
- Make sure current owners who have questions have their answers, or at least find the answers for them and point them in the right direction (i.e. payoff information, help with on-line assistance)
- Assist in training new QAMs
- Assist with supply and inventory management to ensure we have all the necessary materials to complete daily tasks
- Review document change bulletins from legal or Club information and ensures the department has the most recent materials
- Be available for calls and participates in different conference calls to help with efficiency (i.e. owner referral, Portfolio Services)
Benefits
- Day 1 Health Benefits Eligibility: Excellent health care options, including medical, dental, and vision
- Recognition Programs and Rewards
- Travel Discounts Program
- Outstanding Paid Vacation Program and Paid Sick Days
- Employee Assistance Program that supports your physical and mental wellbeing
- 401(k) program with company match
- Tuition reimbursement programs
- Employee Stock purchase program
- Numerous learning and advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
