Go Put the World on Vacation

At Travel + Leisure Co. our goal is simple: to put the world on vacation. We’re the world’s leading membership and travel company, with a portfolio of nearly 20 resort, travel club, and lifestyle travel brands. Our global team of associates brings hospitality to millions, turning vacation inspiration into exceptional travel experiences through our products and services: Wyndham Destinations, the largest vacation ownership company with 230 vacation club resort locations across the globe; Panorama, the world’s foremost membership travel business that includes RCI, the largest vacation exchange company, along with industry-leading travel technology, and membership travel brands; and Travel + Leisure Group, offering travel products and services all inspired by top online and print travel content, including travel booking platform BookTandL.com, subscription travel clubs and branded consumer products.

Summary

The Owner Onboarding Specialist serves as a catalyst for the owner onboarding experience. The OO Specialist works to deliver sales document presentations for new and existing owner purchases as well as provides customer support through onsite education and services for club products, follow up process and site customer contact. The OO Specialist also provides feedback to QA Manager from document closing and sales presentation observations to identifying training opportunities. The OO Specialist will balance proactive efforts with owners as well as reactive work to ensure owner satisfaction with purchases and ensuring quality service standards, goals, and objectives are met consistently. The OO Specialist works with QAM to provide training for sales that will help meet and improve on rescission and compliance goals.

Essential Job Functions

Responsibilities include, but are not limited to:

Responsibility #1

• Review and Complete legal and sales related documents with owners following established process/guidelines (50% time)

Responsibility #2

• Provide Owner Education to owners through topic curriculum in a private one on one setting or group education sessions on all aspects of the club products and offer guidance in maximizing their vacation ownership. These sessions can also aid in post-sale customer service for sales retention and compliance (25% of time)

Responsibility #3

• Identify and communicate patterns, trends, training opportunities and compliance concerns to QA Manager (10% of time)

Responsibility #4

• Provide training for the sales team in product knowledge, sales document content, and sales compliance as needed (5% of time)

Responsibility #5

• Coordinates the logistics and reporting functions for all educational events & materials, collaborates with in house marketing, sales and resort team to optimize educational session attendance (5% of time)

Responsibility #6

• Other site duties as assigned by QA Manager (5% time)

Travel Requirements

Less than 5% for Corporate and/or BU meetings

Minimum Requirements and Qualifications

Education

• Bachelor Degree or equivalent combination of education and directly related experience

Training requirements

• WVO Product Knowledge, My Learning courses, Sales Training relative to Quality Assurance

Knowledge and skills

• Ability to prioritize and organize tasks
• Ability to influence
• Excellent verbal and written communication and interpersonal skills
• Ability to manage concurrent assignments in an effective and efficient manner
• Strong conflict management skills
• Expert Contract Standards Expertise preferred
• WVO product knowledge expertise preferred

Technical Skills

• WVO Product Knowledge, My Learning courses, Sales Training relative to Quality Assurance

Job experience

• 1+ years WVO Sales experience preferred
• 1 year previous customer service experience

Unless there is a legal requirement, experience will be accepted for the education requirement.

Complexity

Describe the following:

Level of decision making authority

• Works within guidelines established by Program Manager and QA Manager.

Level of autonomy

• A high level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision.

The impact of his/her decision on the organization

• Retention achievement adds revenue. Quality Assurance provides a vehicle of focus to attain this objective. 10% retention on $1,000,000 in sales = $100,000 saved revenue.

Supervisory responsibility:

• N/A

Scope/Financial Responsibility

This position has several quantifiable measures to define the value of the position:

Increase overall site retention and decrease overall sales compliance issues that can lead to reversal of money or missed budgets for selling location

Directly impact the results of the sales location through best practices for retention

Directly impact the results of the site QA Team for retention and compliance

Driving improvements to the following business metrics:

• Rescission Rates
• Sales Compliance
• Net Sales

Organizational Relationships

QA Officer is a direct report to QA Manager and QA Program Manager. The QA Officer also develops and maintains relationships with the QA team, Sales Team, Admin team, and other external and internal partners.

A World of Inclusion

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and the location of the position for which you are applying.