Closing Specialist in Hong Kong at Marriott Vacations Worldwide Call Center

Date Posted: 6/28/2018

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

JOB SUMMARY

Generic Position Summary

As a member of the professional staff, this position contributes specialized knowledge and skill in a discipline area to support team and/or department business objectives. Generally, work under supervision but is expected to independently follow established guidelines to determine the validity of contract, loan and closing documents and follow through to resolution.

Specific Job Summary
The Closing Specialist will review and audit for accuracy all contract documents to determine the correctness of requirements outlined to complete and legally close the sales transaction. This position will perform all tasks necessary to ensure accurate system entry of data. This position is expected to follow established guidelines to determine the validity of contract, loan and closing documents and follow through to resolution. It is essential for this position to work closely with Sales Administration, Legal, Member Services, Financial Services and Finance.

CORE WORK ACTIVITIES

Generic Expected Contributions
  • Perform tasks as assigned, to contribute to team, department and/or business results.
  • Ensure quality contract document procedures and suggest improvements.
  • Have a thorough understanding and knowledge of the product.
  • Verify the accuracy of all contract information.
  • Determine validity of contract and closing documents in accordance with established guidelines.
  • Respond to internal and external requests for information regarding closing disbursement, contract documents, preparing and distributing reports as required to appropriate parties.
  • Protect Personally Identifiable Information (PII) as outlined by MVC Policies.
  • Perform other duties as appropriate.
Specific Expected Contributions

Contract Closing
  • Review "Ready to Close" (RTC) report.
  • Print RTC contracts from Documentum.
  • Review and validate RTC contracts documents for legibility and accuracy.
  • Ensure Identity Verification and OFAC/CDC/PEP forms are present and correctly completed with names as per Purchase Summary Worksheet.
  • Ensure the Membership Application and all contract documents are signed and executed by purchaser and MVC.
  • Review all details on contract documents relating to purchaser, product and purchase terms are correctly input and represented in Timeshareware (TSW).
  • Review all details on loan documents relating to purchaser, loan terms and loan amount are correctly input and represented in TSW.
  • Insert pro rate Maintenance Fees charge transactions in TSW accurately.
  • Amend and update contract and/or member's information in TSW to ensure accuracy.
  • Verify Bank Clearance Report/Statement that funds are received as noted on contract.
  • Report and communicate with Sales Administration teams at all sales sites in a timely manner regarding any contract discrepancies, missing or incomplete documentation.
  • Ensure closing of contract happen within the specified number of days for legal compliance.
  • Close contract following the Standard Operating Procedures.
Post Closing
  • Produce and distribute reports on closed contracts.
  • Prepare the Closed Contract Membership Kit.
  • Ensure copies of contract documents are included in the Membership Kit.
  • Prepare the pro rate Maintenance Fees invoices.
  • Mail out the Membership Kit via mail or courier.
  • Ensure all closing documents, including loan documents, are filed in accordance with all required procedures.
  • Ensure proper filing and storage of the contract documents.
  • Ensure contract closing documents are scanned to Documentum.
First Day Benefit Enrollment
  • Produce First Day Benefit reports.
  • Review and update the First Day Benefit reports.
  • Prepare enrollment documents.
  • Send reports and enrollment documents to Fulfilment team to credit/ enroll the First Day Benefit.
  • Update Interval International membership number in TSW.
  • Prepare the invoice summary for Interval International enrollment and submit to Finance for payment.
FriendShare Credit
  • Review the FriendShare report.
  • Process the FriendShare reward in TSW.
  • Send the FriendShare credit information to US Fulfilment team to credit the FriendShare rewards to members' account.
  • Communicate with Marketing and Sales Administration once the credit have been fulfilled.
Reacquirement and Revocation
  • Review the documents submitted by Sales Administration and Financial Services.
  • Follow the SOP accurately when processing reacquirement or revocation.
  • Seek all the necessary approval when processing reacquirement.
  • Process the reacquirement on TSW accurately and in a timely manner.
  • Communicate with Finance, US Finance Payments, Sales Administration, Financial Services and Sales once the process is completed.
Repurchase
  • Review the repurchase documents received from member.
  • Liaise with Financial Services, Member Services and Finance regarding the repurchase contract.
  • Process the repurchase on TSW accurately and in a timely manner.
  • Communicate with Finance, Member Services, Financial Services and member once the process is completed.
Transfer and Admin Modification of Contracts
  • Review the documents submitted by Financial Services, Member Services or Member.
  • Process the Transfer or Admin Modification on TSW accurately and in a timely manner.
  • Communicate with Member Services, Financial Services and Member once the process is completed.
  • Send revised certificate to the Member.
Credit Card Processing
  • Review the report for all closed contracts.
  • Prepare the list of all credit card payments to be charged.
  • Upload the list to Documentum and inform Financial Services.
Pro-Rate Maintenance Fees
  • Perform charging of pro rate Maintenance Fees payments on Cybersource and update the payments on TSW.
  • Ensure pro rate Maintenance Fees credits are sent to relevant departments on a regular basis.
  • Send out pro rate Maintenance Fees invoices reminder and emails to Members.
Sales Conversion
  • Review the Sales Conversion reports and documents submitted by Sales Administration Teams.
  • Review the charges on Cybersource and update the batch upload report to Cybersource.
  • Validate the payments and contract details on TSW and update the contract status to Converted.
  • Follow Standard Operating Procedures for all daily required tasks relating to the New Owner Administration Department.
  • Communicate with other departments regarding status of contracts, additional information required, and any follow up needed etc.
  • Ensure compliant working practices and security within the New Owner Administration working area.
  • Execute the Membership Application and Amendment to Membership Application on behalf of Marriott Vacation Club whenever Sales Administration teams send it.
  • Assist on Audit process on a quarterly and yearly basis.
  • Process data validation and data clean up on TSW.
  • Review maintenance fees information on Concord and update notes in Concord.
  • Identify opportunities to enhance the effectiveness of business processes.
  • Participate in Business Information Systems User Acceptance Testing.
  • Collaborate with Business Analysts and Document Support Representatives on changes to contract documents.
  • Perform other duties as appropriate.
Ensure quality in the following areas
  • Sales Conversion
  • Minimum deposit requirements
  • Closing
  • First Day Benefit
  • Average Days to Close
  • Reporting
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.



Job Requirements:

EDUCATION AND EXPERIENCE
  • Candidate must possess at least a Diploma or higher
  • Knowledge and experience in Customer Administration is preferred
  • Experience in high volume, fast-paced, results oriented business environments