Hyatt Vacation Ownership · 5 hours ago
Quality Assurance Verification Loan Officer (The Welk - HVO)
Escondido, CA
Full-time
Onsite
Entry, Mid Level
$26/hr - $28/hr
1+ years expHyatt Vacation Ownership is a company focused on providing quality vacation experiences, and they are seeking a Quality Assurance Verification Loan Officer. This role involves ensuring customers have a clear understanding of their purchases and overseeing the quality assurance processes related to closing transactions.
HospitalityInternetTravel Accommodations
Responsibilities
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
Auditing video and audio recordings of sales processes with reporting to Supervisor of any items potentially falling below the Company’s quality assurance standards or policies
Functioning as a resource regarding Company products and processes and contact point for customers until the purchase and points transfer process is complete
Other tasks, as needed, supporting the closing, quality assurance, contract creation, and/or sales support processes
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
Possess (or demonstrate strong potential to develop) a deep understanding of the closing paperwork and processes, quality assurance processes, and contract creation and sales processes, for at least one sales center site. In addition, possess (or demonstrate strong potential to develop) a deep understanding of the 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 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
Follow specific verbiage when presenting to owners and acknowledge consent for the QA process to be Audio/Video recorded
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 quality assurance 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
Audit video and audio recordings to guide determinations of any coaching or corrective actions needed
Document quality assurance standards and procedures, and collaborate with or support other quality assurance teams, such as Welk Resolution Center, to ensure the Company’s quality assurance and customer service standards are met
Monitor and report on quality assurance and Sales performance at select sites
Assist with contract creation processes, as needed
All other duties as assigned that are of a similar nature to the other job duties and responsibilities
Must be comfortable with, and display the ability to exercise independent, sound judgment for a substantial portion of all work duties, with limited supervision
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
Other duties as assigned by a Manager
Qualification
Required
Current and active California real estate license
Bachelor's degree (or equivalent)
At least 1 year of experience in the Company's QA/VLO department or in a Quality Assurance role similar to this position, Vacation Ownership Sales, or other sales environment
Demonstrates strong product and program knowledge, and strong understanding of how to respond to customer questions in a positive, customer-friendly manner
Consistent record of good customer service, participation in training, and solid performance in QA/VLO role
Consistent record of working independently and bringing recommendations/ideas to the team
High level of integrity and unwavering ethics
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
Preferred
Notary license preferred
Proficient in Word, Excel, and Microsoft Office
Benefits
Incentives
Benefits and perks
Company
Hyatt Vacation Ownership
Hyatt Vacation Ownership offers access to global travel experiences through a diverse portfolio of boutique residential-style retreats in unique destinations.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jeff Taylor
Group CEO
Ed Crovo
COO
Company data provided by crunchbase