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Quality Assurance Specialist SBR MB

3 months ago

Myrtle Beach, United States Marriott Vacations Worldwide Full time
Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
 

This position will be responsible for:

  • Analyzing and applying Company processes, policies, and standards to ensure customers close the purchase process with a firm and accurate understanding of the product purchased and its terms. 

  • Ensuring customers are provided with all required contract, disclosure, and informational materials, and that these materials are thoroughly communicated, prepared, and processed properly. 

  • Audit video and audio recordings with reporting to Supervisor of any items failing to meet compliance standards.

  • Functioning as a resource regarding Company products and processes, and primary contact point for customers until the purchase and points transfer process is complete. 

    A successful candidate will have strong communication, interpersonal, organizational, and analytical skills, a deep understanding of the Company’s training, products, and policies.

    Skills:

  • Strong interpersonal skills and enjoys dealing with customers. 

Strong organization, planning, and time management skills. 

Good analytical skills. 

Good ability to multi-task. 

High attention to detail. 

Professional verbal and written communication skills. 

Positive culture builder and ability to operate effectively in a team environment. 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty and responsibility, and satisfy the additional qualifications and skills, outlined below.  All essential job functions must be performed with or without a reasonable accommodation.  Reasonable accommodations will be made in accordance with applicable laws to enable individuals with disabilities to perform the essential functions.  

Essential Duties and Responsibilities (other duties may be assigned):

Department:

Meet and actively engage with customers to present the contract and related documents to ensure they have a firm and accurate understanding of the product purchased and its terms and conditions, that the product purchased fulfills the customer’s needs, and that the purchase process has adhered to all Company policies and business guidelines. 

Develop a deep understanding of the closing paperwork and Company’s training materials, policies, products and programs, and draw from and analytically apply this knowledge to address all questions raised by customers during and after the closing process. 

Convey to customers this position’s function as a knowledgeable and primary contact point throughout the purchase process. 

Collaborate with Sales, Contracts, Underwriting, and other departments to ensure uniform messaging to customers and deliver a smooth and efficient closing experience, including collaboration with different levels of employees within other departments where necessary. 

Promptly and thoughtfully respond to customer inquiries in a customer-friendly manner and proactively seek resolution to customer inquiries or challenges, including developing tailored solutions that align with the Company operations and values. 

Examine all closing materials, including the contract documents, in advance of meeting with customers, to ensure all materials have been properly prepared and minimize delay in the closing process. 

Analyze all closing materials after meeting with customers to ensure accuracy and completeness prior to sending it to the Contracts department for processing. 

Notarize documents, as needed. 

Ensure customers complete the closing process with all necessary paperwork and information. 

Actively participate in all department training sessions and support trainers, as needed.

Provide feedback to the department management team, particularly as related to potential compliance challenges or opportunities to improve processes, and assist in developing further business operations where applicable. 

Authenticate that the sales presentations leading to closings comply with the Company’s training, policies, and values. 

Must be comfortable with, and display the ability to exercise independent, sound judgment for a substantial portion of all work duties, with limited supervision. 

All other duties as assigned that are of a similar nature to the other job duties and responsibilities. 

General:

Follow all Company and department training, values, policies, and procedures.

Adhere to the attendance policy and report to workstation at scheduled times. 

Strive to continually improve product knowledge and presentation skills; strive to continually improve in all areas of responsibility. 

Education and Experience:

Successful completion of initial QA training period.

Experience in a quality assurance role similar to this position, Vacation Ownership Sales, or other sales environment preferred.

Notary and Real Estate Licenses preferred. 

Proficient in Word, Excel, and Microsoft Office. 

High level of integrity and unwavering ethics. 

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture#US Sales & Marketing