Senior Title Services QA Specialist

WORK FOR A WINNING TEAM THAT NOW OFFERS BENEFITS FROM DAY ONE, PLUS DAILY PAY*

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
• Numerous learning and advancement opportunities
• And more!

What Will I be Doing?

The Sr Specialist Title Services Quality Assurance 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 complex 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 higher sophisticated open issues that require research and collaboration with multiple internal and external parties along with varying and, potentially, creative resolutions.
• 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.
• Support owner requests, inquiries or questions related to their open issues.
• 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.
• Negotiate with owners to find creative solutions to ensure timely issue resolution. Solutions must be within HGV standards and expectations and within legal and regulatory compliance.
• Monitors and conducts resolution follow up through completion of contract including recording.
• Evaluates audit/title findings and implements appropriate corrective actions.
• Organize workload to improve resolution and meet quality standards.
• Verification of documents through detailed audit.
• Preparation of FedEx packages for document mail outs.
• Responsible for all document tracking via mail and email follow up.
• Update metrics-based report to assist leadership with monitoring individual performance meets standards and expectations.
• Complete all assigned tasks within a timely manner.
• Assist in the training of team members when needed.
• Be able to consistently work under pressure and meet ambitious timelines.
• Provide high production totals while maintaining a low error percent margin.
• Must be a committed and diligent collaborator.
• Conduct any reasonable requests by management of which the employee can perform.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

What Are We Looking For:

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:

• 3-5 Years related experience
• Must possess excellent customer service skills, negotiation skills, organizational skills, written, verbal & communication skills.
• Ability to multi-task and work well under pressure.
• Enthusiastic collaborator demeanor.
• Must have MS Excel experience with creating and maintaining spreadsheets.

In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:

• Previous timeshare experience.
• Previous collections or lending recovery experience.
• Pervious customer service experience.
• Knowledge of the documents required for a timeshare or mortgage closing.
• Access Database experience a plus

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.