Supervisor Contract Services

Hilton Grand Vacations•New York, NY

About The Position

The Contract Services Supervisor performs Contract Services functions in person and through the department phone system, preparing and processing vacation ownership agreements and related documents. The role also handles back-office tasks through the contract lifecycle and provides internal customer service, structure, and training to Coordinators. The Supervisor maintains an organized, cohesive team and a positive, productive work environment. The position requires advanced knowledge of contract processing, including sophisticated deals, and the ability to apply company policies and guidelines accurately. It also supports departmental operations through training, quality oversight, scheduling, policy and procedure maintenance, coaching, and hiring assistance. Travel may be required based on location and business needs.

Requirements

Accurate and efficient digital literacy.
Proficiency in Microsoft Office.
Ability to work a varying schedule, including regular weekends and holidays.
Reliability, strong attention to detail, multitasking ability, ability to work in a fast-paced environment, and strong organizational skills.
High level of professionalism and ability to manage demanding situations with integrity.
Strong customer service skills.
Proficiency in speaking, writing, and reading English.
Advanced knowledge of contract processing, including sophisticated deals, and ability to understand and apply company policies and guidelines.

Responsibilities

Remain available at the assigned work location or on the Contract Services phone system during the published schedule, including through the end of the Coordinator’s scheduled shift, to receive submissions and questions.
Prepare, generate, and process vacation ownership contracts and related documents accurately and within documented performance standards.
Verify data communicated verbally and entered into company systems for compliance with company policy.
Obtain credit card authorizations when needed and process payments for various transactions.
Retrieve credit reports for applicable sales types when needed.
Establish and maintain purchaser files according to standard operating procedures.
Review signed documents for completeness as needed, and ensure required documentation is organized and scanned according to procedures.
Review, sort, and send completed files to the corporate office.
Complete assigned daily opening and closing procedures.
Coordinate and process contract rescissions and cancellations as needed.
Participate in special projects and temporary assignments when requested.
Work professionally with Quality Assurance and Sales personnel to obtain documentation and complete contract files promptly.
Respond professionally to challenges such as imminent target dates and temporary workload increases, and interact with coworkers with flexibility, composure, and patience.
Develop Contract Services skills and knowledge, maintain proficiency in policies, projects, products, and procedures for Deeded, Trust, and VIP operations, and complete required training and compliance courses by communicated target dates.
Support and train Coordinators and new hires, and ensure staff are trained on HGV/HVC operating systems.
Monitor the suspense aging report and follow up to ensure timely processing.
Maintain the departmental policies and procedures manual in coordination with partners across the company to align site processes.
Assist management with staffing schedules to meet business needs and operating hours.
Assist management in coaching and counseling team members to minimize errors and improve accuracy.
Assist management with recruiting and hiring.
Travel as required based on location and business needs.
Carry out other reasonable requests from management.