Specialist Title Services Quality Assurance

A Title Services Quality Assurance Specialist 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 title issues are a requirement for success in this role.

HERE'S WHY YOU'LL LOVE IT HERE!
We offer an excellent benefits package to our full-time Team Members that include:

• Salary range: $22.00 per hour
• Medical, Dental, and Vision insurance from Day One
• Financial Wellness - 401k plan with company match, Life insurance, Company stock purchase program
• HGV provides access to outstanding Team Member benefits, discount travel programs and much more! Join HGV to access these premier benefit programs today!
• Generous Paid Time Off Program
• Paid Sick Days
• Team Member Recognition and numerous learning and advancement opportunities
• and more!

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.

As the Title Services Quality Assurance Specialist, you will be responsible for: 

• Analyze data on daily report and communicate outcome of issues found by the audit and title teams.
• Maintain open line of communication with Contracts team, Sales QAs, Customer Service Manager, Portfolio Services, Legal, Compliance, Title Companies, Underwriters, and owners. 
• 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 open issues that require research and collaboration with limited internal and external parties with confirmed resolutions that may, at times, require creativity to entice owner participation. 
• 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. 
• Some negotiation with owners to ensure timely issue resolution. Resolutions must be within HGV standards and expectations and must been 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 maximize 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. 
• Be able to consistently work under pressure and meet aggressive timelines. 
• Provide high production totals while maintaining a low error percent margin. 
• Must be a committed and dependable 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.
• 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.

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• High School Diploma/GED
• 1-3 years of related titling services experience
• Advanced computer skills with accuracy and speed. Proficient in Microsoft Excel and Word
• Excellent customer service and negotiation skillset 

• Reliable, strong attention to detail, ability to multitask, ability to work in a fast-paced environment and strong organizational skills

  It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• 3+ years of related titling services experience
• Timeshare/Vacation Ownership experience
• Collections or lending recovery experience
• Knowledge of the documents required for a timeshare or mortgage closing
• Notary License

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.  

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 reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.