Senior Quality Assurance Manager

CAREER LEVEL: Manager (Manager/Supervisor of Staff) LOCATION HI 96801 At Hilton Grand Vacations, you can Create the Grand Experience and truly set yourself apart. Established in 1992, Hilton Grand Vacations is owned by Hilton Hotels Corporation, a preeminent hospitality company. We develop, market and operate spectacular, high-quality resorts in some of the world's most exciting destinations -- from the breathtaking vibrancy of New York City to the warm, pristine beaches of Florida and Hawaii. This is a diverse, professional organization built upon talented people with a passion for exceptional service. Here you'll have the unique opportunity to positively enhance and impact a lot of lives. At the same time, you can enjoy personal fulfillment, financial rewards, the stability of an 85-year-old brand name and unlimited career advancement from a top employer. Our generous benefits program includes: Medical and dental benefit options Team Member Travel Program 401(k) plan with immediate vesting Life insurance and dependant life insurance Healthcare flexible spending accounts Short term disability Educational assistance Reward and recognition programs JOB OPPORTUNITY: Job Title: Senior Quality Assurance Manager Summary: Engage. Grow. Innovate. Excel. There's never been a better time to be a part of our dynamic team! If you're looking for challenging and engaging work, professional growth and development, the chance to contribute ideas, and the opportunity to excel ... Hilton Grand Vacations is the place for you. Here, you'll have the unique opportunity to positively impact the lives of others as part of a global team committed to creating grand vacation experiences. The unique talent and contributions of every Team Member add to our diversity, and ultimately to our success. Enjoy all the aspects of a rewarding career, work/life balance, great benefits, and growth potential. Create the Grand Experience for yourself ... become a part of the Hilton Grand Vacations team. Senior Quality Assurance Manager What does Hilton Grand Vacations offer you as a new team member? A company culture that focuses on its people An enjoyable, supportive work environment Opportunities for personal and professional growth and development Exceptional hotel and resort rate discounts Hilton Grand Vacations is currently seeking a Senior Quality Assurance Manager. As a Senior Quality Assurance Manager you are responsible for managing pender to suspense process. The Senior Quality Assurance Manager liaise with SM's, QAM's, DQS and clients to complete contracts process and complete requirements for turning deals suspense or for closing deals. The Senior Quality Assurance Manager manages all processes, staff and scheduling for front-end team. The Senior Quality Assurance Manager mentors and develops Contracts Assistants, DQS and QAM's for further advancement. The Senior Quality Assurance Manager provides daily guidance and leadership to front-end team. The Senior Quality Assurance Manager serves as a back up QAM, DQS or processor as needed to fulfill business needs. The Senior Quality Assurance Manager is responsible for managing pender bank for Lagoon and Kalia offices, and aggressively following up on pender deals with managers and VC's. Essential Duties and Responsibilities Management Manage and update pender bank for Offices 55 & 58 Supervise front-office operations at sales site (QAM, DQS, and Contracts Assistants). Train, mentor and manage staff, and their interaction with sales. Post Sale Follow Up Liaise with Sales Managers, Vacations Counselors and QAM's to obtain all items needed to complete sale. Assist new clients in obtaining any documentation, information and/or monies needed to process the sale. Maintain and work a Pender Report and perform client follow-up on all outstanding files until closing. Perform anti-rescission and anti-post-close cancellation follow up and assist clients with the cancellation process. Assist the client in paying-off their loan prior to closing. Track sales through escrow and mail "Escrow Closed/Welcome to the Club" letters to new owners immediately at the close of escrow, as well as mail "welcome postcards". Point of Sale Assist the sales process by conducting face to face sessions with new clients in order to: Review the Statement of Understanding with clients. Notarize documents and assist with the deeding process. Welcome new clients and explain QAM responsibility as primary point of contact. Review documents and coordinate with Contracts Processing office. Input data and create contract in VOICE. Process documents and create files as appropriate Customer Service Meet with current owners at the Sales Gallery and resolve any issues they may have. Establish relationships with HGVC Owner Services Team Members and liaison with them as needed. Assist new clients with any questions or issues via phone and email. General Bilingual (English / Japanese) speaker, reader, and writer. Ability to write a business letter in both English and Japanese. Possess a professional level of knowledge of both the HGVC legal documents, HGV Club Product and Contracts Process. Possess computer skills including Word, Excel, and be able to generate and change documents from VOICE system. Assist with various projects and programs in regards to Contracts. Job Requirements : Job Requirements Ability to obtain Notary License. Bilingual speaker (Japanese and English) 2+ years of Sales or Customer Service experience is required. Address callers, tour guests, Club Members and team members using language skills acceptable in a business environment. Manage multiple tasks and assignments and demonstrate strong organizational skills in a fast paced work environment. Demonstrate excellent verbal and written communication, and interpersonal skills. Maintain professional appearance and attitude. Demonstrate basic computer skills in Microsoft Office Word, Excel and Database programs and applications. High school graduation is required. Two years of college or equal experience in a business or retail environment is preferred.While our company continues to experience tremendous growth, we continue to strengthen our global team with staff members who share our commitment to the time-honored traditions of hospitality and service. So whether you're an experienced professional or just starting out, your passion for quality and excellence can lead to a successful career with Hilton Grand Vacations. To Apply for this position, please CLICK HERE EOE/AA