Title Services Quality Assurance Specialist

At Hilton Grand Vacations, you will become a part of a culture that encourages and motivates you toward achieving your goals.

Here’s why you will love it here:

• Recognition Programs and Rewards
• Excellent health care options, including medical, dental, and vision
• A people-first culture
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
• Perks at work: Employee Pricing platform
• Employee Assistance Program that supports your physical and mental well-being.
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs

What Will I be Doing?

The Title Services Quality Assurance Specialist facilitates close working relationships between the Contracts team, Sales QAs, Customer Service Manager, Portfolio Services, Legal, Compliance, Title Companies, Underwriters, and owners to accomplish resolution of all HGV review, audit, recording review and recording open issues. Good customer service skills, negotiation skills and the ability to address title issues are a requirement for success in this role.

You are responsible for driving company success through performing the following tasks to the highest standards:

• Analyze data on daily report and communicate outcome of issues found by the audit and title teams.
• Verifies all financial terms to ensure adherence to company underwriting guidelines.
• Confirms all title requirements including vesting, tenancies, and inventory.
• Responsible for all status updates within Chorus system queues for all assigned Open Issues.
• Responsible to address open issues that require research and collaboration with limited internal and external parties with confirmed resolutions that may, at times, require creativity to entice owner participation.
• Maintain end to end ownership of assigned open issues to include, but not limited to, research, resolution, and recording.
• Maintains spreadsheets for contract and resolution tracking purposes.
• Receive in bound calls/emails and complete outbound calls/emails to owners, title companies, underwriters, and internal departments regarding open issues.
• Provide quality customer service to owners to guide through the issue resolution process.
• Coordinate status updates for owners regarding their open issues through resolution.
• Deliver proper communication to owners throughout the open issue resolution process establishing clear expectations of the process.
• Some negotiation with owners to ensure timely issue resolution that is within HGV standards and expectations and must be within legal and regulatory compliance.
• Monitors and conducts resolution follow up through completion of contract including recording.
• Preparation of FedEx packages for document mail outs.
• Update metrics-based report to assist leadership with monitoring individual performance meets standards and expectations.