About this role
At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We're committed to growing our people, memberships, resorts and guest love. That's why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we're looking for you.
This position is responsible for providing advanced technical guidance and support to all Contract Administration team members and Sales Leadership in the field. While doing so this individual will identify and shift daily workload volume and other critical functions to ensure adherence to department processing timelines, state/federal regulations, SOX and PII compliance while preserving a strong customer service experience. Some of the primary responsibilities include but are not limited to: acting “supervisor” in the absence of one, answering escalated issues, providing clear instructions, contract entry and document preparation, training contract processors, closing shift coverage and written processing instructions.
ESSENTIAL DUTIES AND TASKS:
• Provide assistance to team members to ensure accurate and timely data entry and contract document preparation for all sales contracts. Keep the daily process flow of the department running smoothly by removing obstacles and providing guidance on escalated items. Reassign tasks as necessary to maximize the use of available personnel. Perform contract entry and document creation as needed to meet department processing timeframes. Complete closing tasks as needed.
• Train new and existing team members on process updates, new processes and cross training with other teams. Must maintain knowledge and be comfortable to communicate contract entry, preparation and processing of timeshare purchase documents, warranty deeds, affidavits and authorization forms. Facilitate day of sale verification of equity, deed, account status, exchange information, financial status and owner usage.
• Responsible for reviewing owner's accounts and understanding details to collect and post outstanding balances for mortgage, late fees and maintenance fees in various software applications. Need to be comfortable with all business rules related to contract generation (i.e. upgrades, reload, refinances, etc.) in order to answer questions and provide direction to team members and Sales Leadership.
• Keep appropriate management levels abreast of issues timely. As needed, assist with workload to avoid potential backlog. Help create and maintain department SOP's.
• Perform administrative functions when required such as auditing contract files, data entry, copying, filing, sorting and scanning.
SUPERVISORY RESPONSIBILITIES:
• This position will have supervisory responsibilities of training new hires, monitoring workflow, and providing direction on tasks. Will work with leadership and other departments to address and resolve escalated issues.
EDUCATION and/or EXPERIENCE:
• High School Diploma or GED equivalence
• 1+ years in a supervisory or team lead role, with demonstrated leadership and team development skills preferred.
• 3+ years in contract preparation experience, in a related field.
• 3+ years of cash handling experience.
QUALIFICATIONS:
• Must be able to work weekends and late shifts as needed.
• Ability to resolve problems quickly and accurately.
• Must be able to multi-task and work well under pressure of time constraints.
• Ability to effectively communicate with front line employees and Leadership.
• Ability to adapt and react to constant workload changes
• Must be detail oriented and well organized.
WORK SCHEDULE/HOURS:
• Requires travel in support of Sales to company sites and other locations as business needs dictate. Schedules will vary depending on business needs, and can entail working nights, weekends and holidays. Must be flexible to work outside of departmental operating hours.