As a Lead Quality Assurance Specialist, you will lead client relationships and provide quality servicing for HGV Club Members from the date of purchase until the time when their Membership Account has been established. Primary liaison to the customer and handle the customer follow-up process with regards to incomplete paperwork/monies for contracts and deeding of the client’s new purchase. Provides professional and Hilton style courteous face-to-face and telephone service for all new HGVC clients in accordance with HGVC’s standards of integrity, quality, and service. As a lead, be the “go to” person to answer questions and help lead all aspects of daily interactions.

This role is responsible for assuring new owners understand their paperwork and contracts and that owners have all the information they need to feel comfortable with their purchase. You are also responsible for working closely with sales staff to maintain a high quality of customer service throughout the sales process and after the sale is closed. Be part of a high-quality team that offers outstanding client services!

Additional Responsibilities:

Assist on explaining purchase documents to owners such as Club rules and regulations, Hilton Dedication Program, interest rates, loan payments and terms to assure they have all the information needed to feel comfortable with their purchase
Provide copies of all signed documents for completeness and accuracy to the guests
Receive original signed documents, ensure completion and accuracy and flip deals in Chorus by confirming Critical Documents have been received
Order, maintain inventory, prepare and send all owner kits and POS’s to Purchasers
Enter ACH/ACC information for contracts with loans
Resolve any open issues preventing a contract from PTO or recording
Directly responsible for follow up and post-sale client contact (phone/email) to maintain a high quality of client services and to assist in the reduction of cancels and kicks.
Act as primary contact with Purchaser up to contract closing, assisting owners with making reservations, and answering questions regarding HGV program
Provide updates to Sales Team on status of Contracts in process. Assist on maintaining teams’ volume reporting
Uphold and abide by all Quality Assurance Standards including Corporate and Site Business Management Policies and Procedures
Qualifications

What are we looking for?

Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:

Required Qualifications:

High School Diploma
3 years Quality Assurance experience in a Timeshare environment
3 years hospitality/guest service experience
Availability to work evenings, weekends, and holidays.
Excellent communication and interpersonal skills
Proven track record to collaborate and work on a team
Timeshare License required within 30 days of hire
Preferred Qualifications:

Bachelor’s Degree
Current Notary License
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.