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Loan Operations Manager

2 months ago

New Orleans, Louisiana, United States Bluegreen Vacations Full time

About the Role:

The Quality Assurance and Loan Processing Manager is a key member of our rapidly expanding sales team at Bluegreen Vacations. This multi-task-oriented position is responsible for assisting the Director of Field Administration in overseeing and supervising the day-to-day operation of the Quality Assurance Specialists, as well as training and performance management.

Key Responsibilities:

  • Recruit, train, coach, and performance manage a team of Quality Assurance Specialists.
  • Ensure the assigned team's performance meets expectations from Medallia, Contract Errors, PAC, TP PAC, Cancellation Percentages, retention of associates, and other assigned goals.
  • Develop the QAS to ensure excellent customer service by adhering to closing requirements and proper product knowledge.
  • Ensure compliance with established policies, procedures, and systems.
  • Collaborate with the Sales Management team to ensure a smooth transition of guests from TO/BBB Rep to QAS.
  • Ensure all QAS follow scripts as outlined.
  • Provide Sales support and assist in answering questions from DOS, In-House Manager, and Inventory Specialist.
  • Handle escalated customer service issues.
  • Ensure closings and contract data entry goals are met.
  • Be willing to grow with the company and relocate.

Requirements:

  • High School Diploma or equivalent (G.E.D). College preferred.
  • Six months' hands-on computer experience, one-year general office experience, or relevant courses. Must be a quick learner, friendly, and able to connect with different personality types to facilitate a connection with new owners.
  • MS Office, Outlook, Word, Excel, and Synergy, Internet Explorer, SPI, LSAMS, AS400, good overall computer literacy, and written/verbal communication skills. Knowledge of Bluegreen product line, exchange affiliations, benefits, and basic sales training essential.
  • Good interpersonal skills and maintain a professional yet friendly attitude in an often highly paced and pressured sales environment. Attention to detail, follow-up skills, and strong work ethic are essential.