Title Services Quality Assurance Specialist

3 months ago

Orlando, United States Hilton Grand Vacations Full time
Job Description

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.
Qualifications

Hilton Grand Vacations is an authority in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members.

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

  • 1-3 years related experience
  • Must possess excellent customer service skills, negotiation skills, organizational skills, written, verbal & communication skills.
  • Ability to multi-task and perform well under pressure.
  • Enthusiastic collaborator demeanor.
  • Must have MS Excel experience with creating and maintaining spreadsheets.

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits, and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

  • Eligibility: All U.S. hourly Team Members not represented by a labor organization or subject to collective bargaining agreement.

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 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.

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