As a Sr. 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