Specialist Customer Service Closing in Corporate Office Lakeland at Marriott Vacations Worldwide Call Center

Date Posted: 3/28/2020

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.

Position Summary:

Handle incoming calls and emails from owners involved in a real estate transaction with excellent Verbal and Written Communication Skills.  Answer calls and emails using appropriate etiquette including answering the phone with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Specialist focuses on ensuring all inquiries are addressed timely and acts as the intermediary between the owner or transaction representative (notary public, attorney or 3 party title agent) and the Closing Specialist. Specialist must have advanced knowledge of closing documents, the disbursement process and timeline to limit the number of inquiries that must be transferred to a closing specialist for resolution.   

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; maintain confidentiality of proprietary information; protect company assets. Anticipate and address owners’ service needs. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Enter and locate work-related information using computers. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.

Closing Documentation

  • Review real estate documentation with the owner or local notary republics to assist them with the signing process to ensure their correctness before returning them to our office. 
  • Respond to internal and external requests for information regarding the status of the closing disbursement, issuance of the final funds and payment of maintenance fee and loan accounts. 
  • Determine validity of documentation (as provided by the owner) to ensure it is in accordance with the established title insurance guidelines to finalize the settlement.
  • Review the MRTC services offered and interview owner to determine what services are needed and the related fee for the service.  Refer owner as needed to External Title Companies.

Office Equipment

  • Transmit information or documents using mail, scanner, or facsimile machine.  Operate standard office equipment other than computers such as telephone, typewriter, scanner, fax, photocopier, calculator, and electronic peripherals.
  • Keep office equipment in working order and contact service representatives to correct problems with office equipment, including following-up so that problem is corrected.
  • Maintain office areas (e.g., cubicles, storerooms, conference rooms, etc.), including calling housekeeping and

maintenance when needed.

Critical Skills:

Computers/Software

  • Use computer systems and software packages to input, access, modify, store, or output information
  • Enter and retrieve data from computer systems using a keyboard, mouse or trackball.
  • Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.

Communication

  • Monitor and respond to inbound customer, client, and communications via email, voicemail, etc in a timely manner.  Speak to customers and co-workers using clear, appropriate and professional language.
  • Prepare and proofread correspondences to maintain accuracy, completeness and overall professionalism.  Basic letter written etiquette must be adhered to when interacting with owners or transaction representatives such as a notary, attorney or 3rd party title companies.  
  • Talk with and listen to other employees to effectively exchange information.

Working with Others

  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.

Physical Tasks

  • Enter and locate work-related information using computers.
  • Read and visually verify information in a variety of formats (e.g., small print).
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Policies and Procedures

  • Maintain confidentiality of proprietary materials and information.
  • Protect the privacy and security of customers and coworkers.
  • Follow company and department policies and procedures.
  • Perform other reasonable job duties as requested.

Education: High school diploma/G.E.D. equivalent

Related Work Experience:

2 years customer service experience

or 2 year closing specialist experience with demonstrated ability to provide superior customer service.

Supervisory Experience: No supervisory experience is required



Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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