Hilton Grand Vacations

General

• Verify all financial terms to ensure adherence to company underwriting guidelines
• Verify all title requirements including vesting, tenancies, and inventory
• Redact personal identifiable information or bank/credit card information
• Identify contracts missing documents or containing incorrect contract information
• Enter audit findings into tracking systems such as Chorus and TSW
• Receive and validate contract packages; notify sites of discrepancies
• Audit contract documents for execution accuracy and compliance with company policies
• Receive and review correspondence such as rescission letters and owner kits
• Receive contract shipments, document contracts in TSW, and run audit reports
• Manage contract workflow and daily disposition status changes
• Prepare contract packages and cancellations for the imaging department
• Provide customer service to field offices and corporate partners to resolve document issues
• Maintain minimum average production levels
• Provide support and vacation coverage for the DSC audit team
• Complete required company training and compliance courses
• Adhere to company standards, policies, and procedures
• Perform other related duties as assigned

Coordinator, Title Services

Sales

• Generate maximum sales efficiencies while maintaining or exceeding targeted net sales volume
• Promote and support Hilton Grand Vacations and Hilton Club culture
• Assist with supervision and lead all aspects of the sales line
• Mentor, model, and reinforce effective sales and customer service practices, behaviors, and results
• Maintain a professional and personal image upholding HGV standards of integrity, quality, and customer service

In House Sales Manager – HGV West

• Close timeshare sales and drive results
• Follow production and effort-based guidelines while upholding Hilton Grand Vacations values
• Provide superior customer service
• Work independently and collaboratively with key partners across the organization
• Participate in scheduled sales meetings and training via platforms such as Microsoft Teams Meetings
• Use Salesforce, Chorus, E-worksheet, RingCentral, and Microsoft Outlook
• Participate in Premier Sales Training, Hilton University courses, continuing education training, and in-house onboarding
• Communicate product value and leverage diverse selling approaches and product offerings, including deed and trust sales

In House Sales Executive

Marketing

• Proactively contact guests through outbound calls and email prior to arrival.
• Promote and book qualified Hilton Grand Vacations resort preview and timeshare tour appointments.
• Recommend and assist with booking tours, activities, excursions, events, and approved vacation experiences.
• Build rapport and create excitement around each guest's upcoming travel plans.
• Manage assigned lead lists and achieve daily outbound call expectations.
• Maintain accurate documentation and call dispositions within company systems.
• Promote HGV Ultimate Access events and approved offerings.
• Collaborate with leadership to resolve guest concerns and deliver exceptional service.
• Maintain compliance with all company policies, procedures, and quality standards.

Marketing Representative

Accountant

• Perform full-cycle accounting activities related to production of financial statements
• Create and post journal entries, analyze financial results, and write financial narratives
• Meet deadlines and complete deliverables with high-quality results
• Partner with operational departments to ensure contracts are processed effectively for appropriate revenue recognition
• Prepare and reconcile balance sheet accounts
• Research and promptly resolve reconciling items
• Collaborate with Accounting and cross-functional teams on changes and special projects
• Review processes for automation, consolidation, or reengineering opportunities

Agent

• Ensure all funds and title paperwork for resale transactions meet State and Agency regulations
• Prepare and handle title services requests, including disbursement of funds, name changes, and gift transfers
• Develop in-depth knowledge of real estate documents and all aspects of the title business
• Prepare deeds and necessary transaction paperwork
• Deposit initial amounts into escrow accounts and maintain transaction records
• Verify prices, seller proceeds, real estate agent commissions, and title agency fees
• Resolve title defects and record satisfactions for existing liens
• Record and file documents, prepare and distribute final closing statements
• Audit files for underwriting, title, and financial requirements
• Manage high transaction volumes and meet strict deadlines
• Provide customer service throughout the title process
• Coordinate corrections, adjustments, and modifications to contract documentation and payments
• Process cancellations as needed
• Review, audit, and mail title policies for resales and developer sales
• Complete required company training and compliance courses
• Perform reasonable management requests

Closing Agent

Customer Support

• Answer inbound contacts and chats from Team Members in a global omni-channel contact center
• Take over escalated calls from team members when needed
• Support Team Members assisting Owners/Club Members and guests with reservations, program education, maintenance fees, loans, website troubleshooting, and other requests
• Provide daily support, direction, and communication to team members to achieve ASA and Service Level goals
• Assist club counselors and specialist staff with questions, escalated calls, support, and guidance
• Assist with internal and external help lines supporting sales and resort operations staff
• Respond to customer service calls requiring intervention and work with Resolution Specialists on higher-level challenges
• Assist with outbound programs and special projects during peak and off-peak periods
• Interact with internal and third-party team members to provide exceptional customer experiences
• Provide inbound customer assistance during high-demand or low-staff periods
• Meet or exceed performance metrics, KPIs, and departmental goals
• Complete required company training and compliance courses
• Adhere to company standards, policies, and procedures

Global Support Specialist

Legal Assistant

• Provide administrative support to legal counsel and corporate paralegals within an in-house legal department
• Prepare legal memoranda, reference materials, documents, and responses to legal demand letters and regulatory complaints with guidance
• Maintain litigation calendars, dockets, litigation files, document and case management systems, agreement records, working files, and destruction dates
• Liaise between the legal department and internal clients
• Publish and maintain department information on the company intranet
• Create and edit presentations and other documents
• Process outside counsel billings, travel expenses, reimbursements, and related payment coding
• Compose routine letters, memoranda, and reports
• Sort, route, and prepare incoming and outgoing correspondence and mail
• Process and distribute department supplies and related billings
• Maintain the department calendar and schedule department events
• Schedule and coordinate meetings and travel and prepare related materials
• Assist counsel with legal research, resolution of legal matters, and registration responsibilities
• Provide backup for other department administrators and perform other duties requested by counsel

• Write clear responses for owners/guests via email/chat, using all tech/resources efficiently
• Provide program education and assist with online registration, website and mobile app navigation, and self-service opportunities through One Console and the mobile app
• Confirm, modify, or cancel resort reservations; open season cash reservations; add cancellation protection; and provide resort, unit amenity, and mandatory alert information
• Resolve inquiries through one-contact resolution by assessing needs, identifying solutions, and taking necessary action
• Communicate helpfully and professionally to promote dialogue and establish rapport
• Update and document information accurately using Salesforce and applicable reservation systems
• Process and analyze accounts, policies, and new product information
• Educate owners about their membership and answer questions accurately
• Follow etiquette and format standards for consistent communications and brand representation
• Identify and report recurring customer service issues and trends
• Service all Owner Services incoming contact types and handle required outbound calls
• Maintain product knowledge through ongoing or refresher training
• Complete required company training and compliance courses
• Follow company standards, policies, and procedures
• Perform reasonable management requests supporting department goals

Digital Member Experience Specialist

Collector

• Handle calls regarding past-due mortgage and/or maintenance accounts, including third-party servicing and collecting, by phone and mail
• Perform collection activity in accordance with company policies, federal regulations, and state and federal laws
• Assist owners with a general understanding of ownership and contract terms and conditions
• Facilitate collection activity to maintain acceptable delinquency percentages
• Maintain required levels of phone activity, contact percentages, and other key performance indicators
• Handle correspondence and payments legally, ethically, and confidentially
• Maintain detailed and organized support documentation for owner accounts
• Request skip tracing
• Assist collections staff with daily processes and procedures when required

Collector II

• Perform full-cycle accounting activities related to financial statement production, including journal entries, financial analysis and financial narratives
• Partner with operational departments to ensure contracts are processed effectively for appropriate revenue recognition
• Prepare balance sheet account reconciliations and resolve reconciling items
• Prepare and review statutory tax filings and payments
• Handle multi-entity, multi-currency, intercompany, foreign exchange and translation activities
• Collaborate with Accounting and cross-functional teams on changes and special projects
• Identify process improvement opportunities through automation, consolidation or reengineering
• Complete required company training and compliance courses
• Maintain compliance with company policies and procedures
• Perform other related duties as assigned

Staff Accountant II

• Handle inbound calls on past-due mortgage and/or maintenance accounts, including third-party servicing and collecting, via phone and mail
• Conduct collection activity in accordance with company and Federal regulations
• Assist owners with understanding terms and conditions related to their ownership and contracts
• Maintain required phone activity, contact percentages, and other key performance indicators
• Legally, ethically, and confidentially handle correspondence and payments
• Maintain organized support documentation for owner accounts and request skip tracing as necessary
• Assist collections staff with daily processes and procedures
• Complete assigned company training and compliance courses
• Adhere to company standards, policies, and procedures
• Handle outbound owner contacts for less than 30% of work time when required
• Perform other related duties as assigned

Collector Inbound

• Dial leads from assigned lead campaigns and transfer calls to Sales Executives, Telemarketing Agents and/or Customer Service to sell Timeshare, Marketing Package or solve membership issues
• Call leads and warm transfer calls to Sales Executives to generate additional volume and/or package sales
• Take inbound calls from campaigns and determine where the lead should be directed
• Maintain an upbeat, positive demeanor when interacting with Hilton guests, coworkers, supervisors, and managers
• Maintain individual sales and marketing goals for performance
• Ensure guests meet minimum eligibility requirements to tour the sales center
• Distribute only HGV-authorized information and ensure that information is accurate

Marketing Agent

• Verify accuracy of contract, finance, and title documents
• Ensure document files comply with underwriting guidelines and title requirements
• Audit documents for compliance with public-recording standards
• Maintain organized support documentation and filing for title-related functions
• Track mortgages, deeds, satisfactions, and reconveyances
• Ensure financial documents are complete, accurate, and ready for funding
• Coordinate corrections, adjustments, and modifications to contract documentation
• Communicate with title companies to record documents
• Conduct title searches via the internet and title software
• Record or submit contracts to external title companies in a timely manner
• Assist internal and external customers with contract processing
• Perform escrow-related functions to meet regulatory requirements
• Track and resolve problem recordings
• Assist with team-member training
• Act as backup for other departmental functions
• Maintain high production totals with a low error margin
• Complete required company training and compliance courses
• Adhere to company standards, policies, and procedures
• Perform other related duties as assigned

Guest Services

• Provide excellent service to internal and external customers as a Guest Services Coordinator
• Support Sales and Marketing departments by handling policies and qualifications
• Assign agents with guests for Hilton Grand Vacations vacation ownership sales presentations
• Acquire Sales personnel attendance each morning for tour assignment purposes
• Prepare and maintain the daily sales rotation and make accurate adjustments following tour rules
• Verify guest tour qualifications using multiple sources
• Contact guests at scheduled tour times and guide them through virtual tour setup
• Ensure tour emails are received, guests can log in, and cameras are working
• Update tours, identify available salespersons, confirm sales connections, and perform warm transfers
• Work with management to identify, research, and address guest, schedule, gifting, and tour modification problems
• Follow required scripts while providing high-level customer service and hospitality
• Input information accurately and promptly and ensure the virtual front desk is covered
• Verify computer input and ensure reporting is received and distributed on time
• Attend required team meetings and training sessions on camera
• Participate in required skills assessments
• Perform other duties as assigned