Owner Services Rep II

Job Details

Job Location
Christie Lodge - Avon, CO

Salary Range
$21.50 - $24.73 Hourly

Description

JOB TITLE: Owner Representative 2

DEPARTMENT: Owner Services

JOB STATUS: Non-Exempt

REPORTS TO: Owner Services Manager

JOB SUMMARY:

Facilitate processing and posting of various owner activities, including but not limited to: unit sales, title transfers, book reservations (owner), payment posting and reconciliation, filing and sales inventory management. Proactively and promptly communicate with owners and guests (in house, internet related issues and phone). Primary person to perform title/deed transfers for the Christie Lodge Owners and coordinate with any 3rd party title agency. To complete accounting functions such as posting payments and bankruptcy adjustments, inventory control and contract status with all title transfers. Educate owners on rules/regulations and best utilization of their vacation ownership. Primary person for owner education and customer service for title status of owner's liaison with title companies and sales program(s). Performing and following up on estoppels for appropriate sales companies. Assist in divorce and probate to help clear title for future inventory recovery. Must patiently provide exceptional customer service and some periodic receptionist duties for vacation and owner services by assisting guest and/or owner visits as appropriate in office atmosphere

PRIMARY ESSENTIAL DUTIES AND RESPONSIBILITIES:

Bankruptcy:

• Knowledge to discuss written and verbal bankruptcy processes/process documentation of owner bankruptcies with owner for Chapter 7 & 13

• Process Commencement and all notifications from Bankruptcy Courts for the documentation of Chapter 7 or Chapter 13 filing in property management system and scan documentation in owner file.
• Discharge of Debtor signifies bankruptcy is complete and writes off debt prior to filing date of bankruptcy in property management system and other forms of tracking the bankruptcy examples including but not limited to: excel or word.
• Prepare deed in lieu documents to title holders after discharge of debtor and submit for supervisor's review.
• Dismissal of a Chapter 7 or Chapter 13 requires the owners to remain under Fair Debt Practices and collections proceed according to the bylaws and rules and regulations of Association. Send communications of such to owners of their ownership obligations.

Inventory Management-Sales: Collection Agencies- DIL- Sales

• Collection Agencies
  • Assist/Direct owners to appropriate third party collection agencies.
  • Re-engage owners to start usage/up sell the advantages of ownership.
• Deeds in Lieu
  • Advise Owners of Exit options available examples including but not limited to: Hardship, pay it forward program or sell to viable buyer(s).
  • Assist in house sales if applicable to verify inventory allocation, transfer new owners in system of record or verify estoppel information accordingly.
• In House program for Title Vesting
• Assist owners in house, set up an appointment to discuss title options.

• Complete all paperwork for owners required to transfer, convey or change title within the guidelines provided by the Condominium Documents and/or Rules and Regulations.

• Inventory/Title Vesting Tracking

• Contact each owner in regards to title vesting examples including but not limited to: Trust, Joint Tenants, Tenants In Common or Sole Ownership. Explain/Assist in directing them through the process of Colorado Law and Christie Lodge requirements for Marriage, Divorce, Probate processes.
• Contact Owner's: Call, email or mail owners requesting information (survey) on sales, usage. Owner specialist requires being a liaison from Owner Services to Reservations. Track Statistics in current software of owners (examples including but not limited to: birthdays, how long they have been an owner - when bought).
• Gather and send out deed in lieu documents to hardship cases, owners wishing to pay to take the weeks back and collection agency deeds in lieu. Track and report on statistics of such program to manager.
• Sales inventory tracking, reporting and processing of all documentation for all signatures to complete Colorado Real Estate requirements and scan all documentation accordingly to owner file.
• Responsible for scanning and document storage procedures and updating SOP manual.
• Vendor Relationships: Title Companies, Closing Companies, Attorneys, Video/Communications.

• Post owner account payments and assure day end reconciliation to actual. Understand the basics of the Fair Debt Credit Reporting laws and Collection Agency placements and processing including the statute of limitation of Colorado Law.
• Handling of phone calls for payment processing and owner inquiries.
• Update owner information and owner correspondence.
• Maintain complete and accurate owner files.
• Scan all owner correspondence and attach to owner file in system of record.

SECONDARY ESSENTIAL DUTIES AND RESPONSIBILITIES:

Office Receptionist:

• Greet\welcome owners and guests, direct to appropriate areas.
• Site tours including showing rooms, facility, general information of property and ownership.

Owner Reservations/Phone System:

• Route/Answer phone calls and or assist owner/guest inquiries.
• Booking Owner reservations and email/mail owner confirmations.
• Educate owners on all Affiliate Exchange Vendors/Companies:

Examples including but not limited to: RCI (Points/Weeks)/Interval International (Points/Weeks) and Dial an Exchange or any other external vendors.

• Contact new Owners: Call, email or mail owners welcoming them to the Christie Lodge. Track/Report satisfaction and demographic information.

OTHER ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Should have proficient computer skills that will allow the individual to be able to use, in a proficient manner, certain Company-issued Microsoft Office software programs that relate to the position and must have skills and experience to use the internet to search for work related purposes.
• Ability to speak effectively and communicate on all levels in English before groups such as owners, guests, employees, management and regulatory agencies.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Possess good organizational skills, attention to detail and good problem solving skills.
• Able to add, subtract, multiply and divide numbers.
• Interpersonal skills, friendliness and ability to establish and maintain effective working relationships with guests, co-workers and management.
• Able to deal with irate owners/customers in a calm, professional manner. To be sensitive/empathize to owners/customers comments and desires while staying calm and respectful.
• Able to handle concerns and criticism from others in a professional and diplomatic manner.
• Able to follow instructions and implement company policies and procedures.
• Able to effectively present information and respond to questions from groups of managers, clients, vendors, owners, customers, and general public.
• Able to learn and administer multiple tasks.
• Knowledgeable and confident in the products we provide and ability to see the big picture.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES : None

Qualifications

QUALIFICATIONS:

• Education

- High School Diploma or GED is required.

- Some college is preferred but not required.

• Experience/Knowledge

- Prior hospitality or timeshare experience is preferred.

- Typing and related office support experience.

- Strong customer service with focus on phone etiquette.

- Basic accounting and basic title experience is preferred

- Fluency in English (verbal, written and reading) is required.

• Spanish is preferred, but not required.
• Proficient knowledge of the Title process

• Certifications

-Colorado Notary is preferred, but not required

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to: sit; use hands to finger/wrist and hand motions for typing; reach with hands and arms; see, speak and hearThe employee must occasionally lift and/or move up to 25 pounds. The employee must be able to see differences in widths and lengths of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ENVIRONMENTAL CONDITIONS & WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- While performing the duties of this job, the employee is regularly exposed to general office environment working conditions.

- The noise level in the work environment is generally low to moderate.

The employee must be able to:

- Work effectively in a stressful and changing environment.

- Communicate well (verbally and in writing) with others.

- Effectively deal with guests, customers and visitors.

QUALIFICATIONS:

• Education

- High School Diploma or GED is required.

- Some college is preferred but not required.

• Experience/Knowledge

- Prior hospitality or timeshare experience is preferred.

- Typing and related office support experience.

- Strong customer service with focus on phone etiquette.

- Basic accounting and basic title experience is preferred

- Fluency in English (verbal, written and reading) is required.

• Spanish is preferred, but not required.
• Proficient knowledge of the Title process

• Certifications

-Colorado Notary is preferred, but not required

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to: sit; use hands to finger/wrist and hand motions for typing; reach with hands and arms; see, speak and hearThe employee must occasionally lift and/or move up to 25 pounds. The employee must be able to see differences in widths and lengths of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ENVIRONMENTAL CONDITIONS & WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- While performing the duties of this job, the employee is regularly exposed to general office environment working conditions.

- The noise level in the work environment is generally low to moderate.

The employee must be able to:

- Work effectively in a stressful and changing environment.

- Communicate well (verbally and in writing) with others.

- Effectively deal with guests, customers and visitors.

• Collection Agencies
  • Assist/Direct owners to appropriate third party collection agencies.
  • Re-engage owners to start usage/up sell the advantages of ownership.
• Deeds in Lieu
  • Advise Owners of Exit options available examples including but not limited to: Hardship, pay it forward program or sell to viable buyer(s).
  • Assist in house sales if applicable to verify inventory allocation, transfer new owners in system of record or verify estoppel information accordingly.
• In House program for Title Vesting

• Assist owners in house, set up an appointment to discuss title options.
• Complete all paperwork for owners required to transfer, convey or change title within the guidelines provided by the Condominium Documents and/or Rules and Regulations.

• Inventory/Title Vesting Tracking

• Contact each owner in regard to title vesting examples including but not limited to: Trust, Joint Tenants, Tenants in Common or Sole Ownership. Explain/Assist in directing them through the process of Colorado Law and Christie Lodge requirements for Marriage, Divorce, Probate processes.
• Contact Owner's: Call, email or mail owners requesting information (survey) on sales, usage. Owner specialist requires being a liaison from Owner Services to Reservations. Track Statistics in current software of owners (examples including but not limited to birthdays, how long they have been an owner - when bought).
• Gather and send out deed in lieu documents to hardship cases, owners wishing to pay to take the weeks back and collection agency deeds in lieu. Track and report on statistics of such program to manager.
• Sales inventory tracking, reporting and processing of all documentation for all signatures to complete Colorado Real Estate requirements and scan all documentation accordingly to owner file.
• Responsible for scanning and document storage procedures and updating SOP manual.
• Vendor Relationships: Title Companies, Closing Companies, Attorneys, Video/Communications.

• Post owner account payments and assure day end reconciliation to actual. Understand the basics of the Fair Debt Credit Reporting laws and Collection Agency placements and processing including the statute of limitation of Colorado Law.
• Handling of phone calls for payment processing and owner inquiries.
• Update owner information and owner correspondence.
• Maintain complete and accurate owner files.
• Scan all owner correspondence and attach to owner file in system of record

SECONDARY ESSENTIAL DUTIES AND RESPONSIBILITIES:

Office Receptionist:

• Greet\welcome owners and guests, direct to appropriate areas.
• Site tours including showing rooms, facility, general information of property and ownership.

Owner Reservations/Phone System:

• Route/Answer phone calls and or assist owner/guest inquiries.
• Booking Owner reservations and email/mail owner confirmations.
• Educate owners on all Affiliate Exchange Vendors/Companies:

Examples including but not limited to: RCI (Points/Weeks)/Interval International (Points/Weeks) and Dial an Exchange or any other external vendors.

• Contact new Owners: Call, email or mail owners welcoming them to the Christie Lodge. Track/Report satisfaction and demographic information.

OTHER ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Should have proficient computer skills that will allow the individual to be able to use, in a proficient manner, certain Company-issued Microsoft Office software programs that relate to the position and must have skills and experience to use the internet to search for work related purposes.
  - Accept constructive criticism from supervisors.
  
  - Change activity frequently and cope with interruptions.
  
  IMPORTANT NOTE : Essential functions of this job are described under the headings above. The job requirements, duties and features are subject to change from time to time due to the then-current needs and requirements of the Christie Lodge.
  
  This is not a contract of employment and does not confer contractual rights, either express or implied, upon any employee, nor does it guarantee employment for any period of time. All employees are employed at-will and either the employee or the company may terminate the employment relationship at any time, with or without cause, and with or without notice.