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 Process
- Advise the Sales and Sales Administration teams on issues related to contract (e.g., exceptions, financing, pre-approval).
- Ensure that signed contract documents are accurate and contain all necessary information and documentation.
- Respond to Sales teams’ requests related to the contract, such as additional information required, follow-up needed, changes or tracking.
- Responsible for end-to-end contract closing process including post-closing.
- Ensure accurate credit card information are transmitted to U.S. Finance Payments team for loans and installments process.
- Ensure contract is closed within the specified number of days per regulatory and MVC policy and follows the Standard Operating Procedures to ensure accuracy and compliance.
- Responsible for achieving the monthly closing target.
- Ensure all closing documents, including loan documents, are filed and stored in accordance with all required procedures.
Contract Conversion
- Review the Contract Conversion reports and documents submitted by Sales Administration teams.
- Ensure that charges on CyberSource are captured accurately and processed.
- Responsible for validation of payments and contract details on TSW to ensure accuracy and update contract status.
- Responsible in ensuring Sales Conversion is done every month end, especially during weekends/Public Holidays.
Reacquire and Repurchase
- Partner with respective departments to ensure documents submitted and received are accurate.
- Ensure necessary internal approvals are received.
- Responsible for the update and accuracy of information in TSW.
- Communicate with members and/or respective departments on process and refund status.
NOA Generic Inbox
- Efficiently manage the mailbox of the NOA department.
- Reply incoming emails, ensuring appropriate handling and necessary action are made in a timely manner within the appropriate timeframe.
- Address any issues that may arise and escalate significant matters or exception requests to the managers as needed.
- Process membership transfer requests from MVC members.
- Perform administrative modifications as requested by MVC members.
Transfer and Administration of existing contracts
- Ensure requests from departments and/or members on contracts modifications and updates are processed in a timely manner.
- Responsible for updating and ensuring data accuracy on TSW.
- Ensure all documents received are filed and stored in accordance with all required procedures.
- Communicate with members and/or respective departments on process status.
- Process membership transfer requests from MVC members, including third-party transfers, corporate member transfers, member removals, and changes to nominated individuals, among others.
- Perform administrative modifications as requested by MVC members, such as change of name, changes to anniversary months, among others.
Friend Share Credit
- Generate, review and update reports on a regular basis.
- Prepare and consolidate members’ relevant information and documents, and work with US Fulfilment teams to ensure enrollment benefits and Friend Share rewards are credited accurately.
- Responsible for both enrollment and Friend Share credit process, as well as accuracy of information in TSW.
- Ensure constant communication with Sales, Sales Administration and Member Services on enrollment and Friend Share credit status.
LOI Validations
- Review and validate LOI Contracts/Mortgages Processed Report daily.
- Ensure that all Installment Contracts/Mortgages that are closed are boarded.
Ad Hoc Support and Request
- Participate in audit process.
- Participate in NOA projects and Business Information Systems User Acceptance Testing as required.
- Responsible for preparing and sending the Khao Lak Members Registry Report to Board of Directors monthly.
- Responsible for contract execution daily and whenever required.
- Assist Senior Closing in identifying and preparing updates on SOPs, Manuals and Forms.
- Assist Senior Closing in preparing Alerts/Billboards/FPI drafts.
- Ensure compliant working practices and security within the New Owner Administration working area.
- Provide coverage for team members during their absences, ensuring seamless workflow and maintaining productivity levels.
- Perform other duties as appropriate.
Ensure quality in the following areas:
- Contract Execution
- Contract Conversion
- Minimum deposit requirement
- Exception Process
- Closing
- Average Days to Close
CANDIDATE PROFILE
Education and Experience
- Candidate must possess at least a Diploma or higher.
- Knowledge and experience in Customer Administration is required.
- Experience in high volume, fast-paced, results oriented business environments.
COMPETENCIES - Fundamental competencies required for accomplishing basic work activities
CRITICAL COMPETENCIES
Analytical Skills
- Learning & procedure driven
- Ability to comprehend, analyze and present data.
- Mathematical skills
- Ability to apply common sense understanding to carry out detailed, involved instructions to deal with problems involving several concrete variables in or from standardized situations.
Interpersonal Skills
- Interpersonal Skills
- Teamwork
- Confidentiality
Communications
- Listening
- Telephone Etiquette Skills
- Applied Reading
- English Language Proficiency
- Ability to communicate to various levels of a complex organization.
Personal Attributes
- Positive Demeanor
- Dependability
- Integrity
- Adaptability/Flexibility
- Stress/Pressure Tolerance
- Mature and Professional Attitude
- Ability to work independently
Organization
- Multi-Tasking
- Time Management
- Detail Orientation
- Planning and Organizing
- Effective Filing
- Procedure-driven
Computer Skills
- Computer and word processing skills,
- Microsoft Excel & Word
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
