Job Title:

Closing Specialist

Date:

May 2021

Business Unit:

MVCI Hong Kong

Department:

Hong Kong New Owner Administration

Job Family

New Owner Administration

Reports to:

Director, New Owner Administration, Asia Pacific

JOB SUMMARY

Generic Position Summary

As a member of the professional staff, contributes specialized knowledge and skill in a discipline area to support team and/or department business objectives.  Generally, work independently by following established guidelines to determine the validity of contract, loan and closing documents and follow through to resolution.

Specific Job Summary:

The Closing Specialist will review and audit for accuracy, all individual, Corporate and Trust contract documents to determine the correctness of requirements outlined to complete and legally close the sales transaction. This position is required to close contracts timely and achieve monthly and yearly target set on contract closing. This position will perform all tasks necessary to ensure accurate system entry of data. This position is expected to follow established guidelines to determine the validity of contract, loan and closing documents and follow through to resolution. It is essential for this position to work closely with Sales Administration, Legal, Member Services, Financial Services and Finance.

CORE WORK ACTIVITIES

Generic Expected Contributions:

• Performs tasks as assigned, to contribute to team, department and/or business results.
• Ensure quality contract document procedures and suggest improvements.
• Have a thorough understanding and knowledge of the product.
• Verify the accuracy of all contract information.
• Determine validity of contract and closing documents in accordance with established guidelines.
• Respond to internal and external requests for information regarding closing disbursement, contract documents,  preparing and distributing reports as required to appropriate parties.
• Protect Personally Identifiable Information (PII) as outlined by MVC Policies.
• Performs other duties as appropriate

Specific Expected Contributions:

• Contract Closing Process
  • Advise Sales and Sales Administration team on issues related to contract (e.g., exceptions, financing, pre-approval).
  • Ensure that signed contract documents is accurate and contains all necessary information and documentation.
  • Respond to Sales teams requests related to contract, such as additional information required, follow-up needed, changes or tracking.
  • Responsible for end-to-end contract closing process including post-closing.
  • Ensure accurate credit card information are transmitted to U.S. Finance Payments team for loans and installments process.
  • Ensure contract is closed within the specified number of days per regulatory and MVC policy and follows the Standard Operating Procedures to ensure accuracy and compliance.
  • Ensure all closing documents, including loan documents, are filed and stored in accordance with all required procedures.

• New Member First Day Benefit Enrollment and Friend Share Credit
  • Generate, review and update reports on a regular basis.
  • Prepare and consolidate members’ relevant information and documents, and work with US Fulfilment teams to ensure enrollment benefits and Friend Share rewards are credited accurately.
  • Responsible for both enrollment and Friend Share credit process, as well as accuracy of information in TSW.
  • Ensure constant communication with Sales, Sales Administration and Member Services on enrollment and Friend Share credit status.

• Requirement, Revocation and Repurchase
  • Partner with members and/or respective departments to ensure documents submitted and received are accurate.
  • Ensure necessary internal approvals are received.
  • Responsible for the update and accuracy of information in TSW.
  • Communicate with members and/or respective departments on process status.

• Transfer and Administration of existing contracts
  • Ensure requests from departments and/or members on contracts modifications and updates are processed on a timely manner.
  • Responsible to update and ensure data accuracy on TSW.
  • Ensure all documents received are filed and stored in accordance with all required procedures.

Communicate with members and/or respective departments on process status.

• NOA Generic Inbox
  • Responsible for the maintenance of NOA department mailbox.
  •  Ensure email responses have been sent in a timely manner.
  • Escalate any issue and/or exception request as appropriate.

• Sales Conversion
  • Review the Sales Conversion reports and documents submitted by Sales Administration teams.
  • Ensure that charges on Cybersource are captured accurately and processed.
  • Responsible for validation of payments and contract details on TSW to ensure accuracy and update contract status.

• Ad Hoc Support and Request
  • Participate in NOA projects and Business Information Systems User Acceptance Testing as required.
  • Participate in annual audit process.
  • Produce daily, weekly and monthly reports as requested.
  • Ensure compliant working practices and security within the New Owner Administration working area.
  • Perform other duties as appropriate.
  • Ensure quality in the following areas:
    • Sales Conversion
    • Minimum deposit requirement
    • Closing
    • First Day Benefit
    • Average Days to Close
    • Reporting

CANDIDATE PROFILE 

EDUCATION AND EXPERIENCE

• Candidate must possess at least a Diploma or higher
• Knowledge and experience in Customer Administration is preferred
• Experience in high volume, fast-paced, results oriented business environments

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

CRITICAL COMPETENCIES

Analytical Skills

• Learning & procedure driven
• Ability to comprehend, analyze and present data.
• Mathematical skills
• Ability to apply common sense understanding to carry out detailed, involved instructions to deal with problems involving several concrete variables in or from standardized situations.

Interpersonal Skills

• Interpersonal Skills
• Team Work
• Confidentiality

Communications

• Listening
• Telephone Etiquette Skills
• Applied Reading
• English Language Proficiency
• Ability to communicate to various levels of a complex organization.

Personal Attributes

• Positive Demeanor
• Dependability
• Integrity
• Adaptability/Flexibility
• Stress/Pressure Tolerance
• Mature and Professional Attitude
• Ability to work independently

Organization

• Multi-Tasking
• Time Management
• Detail Orientation
• Planning and Organizing
• Effective Filing
• Procedure-driven

Computer Skills

• Computer and word processing skills,
• Microsoft Excel & Word

EVALUATION PROCESS

By whom:             Director, New Owner Administration, Asia Pacific

Frequency:           Annually

Criteria:                 Accuracy, timeliness, positive attitude, and overall performance.

Standards:            Quality/Quantity of work, reliability and dependability.

I confirm I have read, understand and agree to the above Job Description which outlines the responsibilities of my job.

Signed:                                 _________________________________________________________          

Print Name:                           _________________________________________________________

Date:                                     _________________________________________________________

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.