Spinnaker Resorts

Verifications Manager, Hilton Head SC

JOB DESCRIPTION SUMMARY

The Manager position supervises and directs personnel in assisting the Developer and the Sales Companies in the verification of sales purchase contracts to ensure accuracy of the contract preparation and representation of the product.  In addition, the Manager monitors contract file verification accuracy, cancellation reports, and ensures follow-up calls are made as they relate to providing new owners the understanding of the product they have purchased.  This includes working with and/or receiving informational guidance from Owner Services and/or other applicable departments within Spinnaker Resorts to assist in resolving any issues and serves as the point of contact for all new owners within the first sixty days after purchase.  Finally, Managers are expected to ensure that all Verification Specialists are aware of, and follow, established policies/procedures, and are held accountable for their assigned tasks which will help ensure the smooth operation of the department.

 

DUTIES AND RESPONSIBILITIES

  • Perform the processing of closings and tasks related to the process, and Supervise and direct personnel in the same.  Monitor and assign work to Verification Officers, while performing all tasks related to the Verifications Department.
    • Verify proposed sales contract’s accuracy prior to the presentation to purchasers.
    • Meet with the purchaser(s) and obtain signatures and initials on all required contract documents.
    • Ensure customer understands the purchase and all legal documentation associated with the sale.
    • Post signing, review contract file(s) for accuracy via applicable checklist(s), report and follow-up on inaccuracies.
  • Identify and implement any applicable procedures or programs to assist in reducing the rescission rate within the department.  Departmental and individual rescission rates should be equal or less than 15.99%.
  • Train and develop Verification staff to ensure departmental goals are achieved.
  • Monitor product representation by sales personnel, manage expectations of the purchaser and report any unmanaged expectations to corporate management immediately
  • Maintain any verification logs and submit to the appropriate designated departments daily
  • Work with corporate management regarding any legal issues.
  • Communicate any special requests, related to usage, made during the closing process to the applicable departments (e.g. corporate management, Owner Services, etc.)
  • Respond to customer queries, either by phone or email, in a prompt and professional manner and document the same in the applicable Customer Management System(s).
  • Process and respond to all rescind requests; contact purchasers in order to save deals.
  • Create, maintain, and analyze reports as needed
  • Responsible for ordering all materials used during the closing process. (New Owner, Exchange Companies, and other offered programs (e.g. Destinations by Spinnaker, special certificates, etc.)
  • Assist sales in answering questions as it relates to product and/or contracts during sales presentation.
  • Document all interactions with owners in the applicable Customer Management System(s)
  • Escalate issues to the attention of Corporate Management as appropriate.
  • Address concerns of Verification Specialists pertaining to workplace needs, conflicts, etc. and inform Corporate Management of the same.
  • Communicate effectively with the Sales Director to inform of any high-priority notices that may be communicated from the Corporate Office
  • Maintain knowledge of, and be able to provide explanations of, Spinnaker Resorts product offerings, affiliated exchange programs, secondary benefits programs, and all fees associated with the purchase or programs provided.
  • Ensure other Verification Specialists are accurately informed of all departmental procedures and provide regular reminders to the Verification Specialists of the same.
  • Ensure policies and procedures are always adhered to in addition to reporting and addressing any missteps or mistakes by a VO in a timely fashion when necessary.
  • Provide oversight and direction to the assigned Verification Specialists
    • Assigning or realigning of work tasks to other Verification Specialists to ensure the best productive use of the workday and ensure timeliness and a quality work product
    • Serve as the onsite liaison for resolution of escalated questions/concerns about the sales contracts, including meeting with clients as needed/requested.
    • Ensure proper scheduling and staffing is in place to ensure proper coverage of the applicable sales office locations.
    • Monitor VO timesheets on a regular basis and approve the same by 10am each Tuesday.
    • Perform other related duties as required

 

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

  • A minimum of 3 years of industry experience or similar administrative capacity.
  • Knowledge of Spinnaker Resorts benefits, quality and value
  • Attention to detail
  • Valid State Driver’s License
  • Excellent follow up skills to bring owner/contract issues to resolution
  • Must be a Notary Public or become one within 90 days of hire date.
  • Skill to effectively deal with people and situations
  • Skill to develop and implement anti-rescission procedures and protocols
  • Ability to establish priorities, work independently, and proceed with objectives
  • Ability to handle and resolve recurring problems
  • Ability to communicate effectively, both orally and in writing
  • Computer skills working with Excel and Word

 

OPTIONAL SKILLS A PLUS

  • Knowledge of your appropriate State’s current Vacation Ownership Rules and Regulations
  • Prior experience with Contracts Administrations
  • Prior experience in Sales and/ or Customer Relations
  • Prior experience in a Supervisory role

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