Sr Closing Specialist

JOB SUMMARY

Generic Position Summary

As a member of the professional staff, this position 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 - Senior 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.

Collaboration with various departments such as Sales Administration, Legal, Member Services, Financial Services, and Finance is essential to ensure seamless coordination and adherence to all necessary procedures and requirements. By working closely with these teams, the Closing Specialist – Senior will contribute to the overall efficiency and effectiveness of the contract closing process.

CORE WORK ACTIVITIES

Generic Expected Contributions:

• Perform 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.
• Perform other duties as appropriate.

Specific Expected Contributions:

• Contract Closing Process
  • Provide guidance and advice to the Sales and Sales Administration teams regarding contract-related issues, such as exceptions, financing, and pre-approval requirements.
  • Verify the accuracy and completeness of signed contract paperwork, ensuring that all necessary information and documentation are included.
  • Address and respond promptly to requests from Sales teams pertaining to contracts, such as providing additional information, following up on pending matters, or facilitating changes or tracking.
  • Take ownership of the end-to-end contract closing process, including post-closing activities, to ensure smooth and efficient execution.
  • Coordinate with the U.S. Finance Payments team to ensure accurate transmission of credit card information for loans and installment processing.
  • Ensure that contracts are closed within the specified timeframe as per regulatory guidelines and MVC (Marriott Vacation Club) policies, following the prescribed Standard Operating Procedures (SOPs) to maintain accuracy and compliance.
  • Responsible in achieving the monthly closing target.
  • Safeguard and organize all closing documents, including loan documents, in accordance with the required procedures for proper filing and storage.

• 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.
  • Responsible in ensuring Sales Conversion is done every month end especially during weekends/Public Holidays.

• Revocation and Reinstatement
  • Collaborate with relevant departments to verify the accuracy of submitted and received documents.
  • Ensure that all necessary internal approvals are obtained.
  • Responsible for updating and maintaining accurate information in Timeshareware (TSW).
  • Maintain regular communication with respective departments to provide updates on process status.

• NOA Generic Inbox
  • Efficiently manage the mailbox of the NOA department.
  • Delegate incoming emails to the respective team members, ensuring appropriate handling and necessary action.
  • Reply incoming emails, ensuring appropriate handling and necessary action are made in a timely manner within the appropriate timeframe.
  • Monitor team members to ensure timely responses and effective management of assigned emails/requests within the specified timeframe.
  • Address any issues that arise and escalate significant matters or exception requests to the Closing Manager as needed.
  • Process membership transfer requests from MVC members.
  • Perform administrative modifications as requested by MVC members.

• 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.
  • Process membership transfer requests from MVC members, including third-party transfers, corporate member transfers, member removals, and changes to nominated individuals, among others.
  • Perform administrative modifications as requested by MVC members, such as change of name, changes to anniversary months, among others.

• Management Reports – Singapore Club / Bali NDG / Bali NDT / Australia
  • Compiling Month End Closing findings and creating presentations or PowerPoint decks for management that effectively communicate the key findings, which will cover the Average Days to Close.
  • Consolidating reports from AP sites to prepare the Summary for Contracts Exceeding Billboard Report for management.
  • Gathering unclosed contracts reports from all AP sites and creating a comprehensive summary report for the management.
  • Generating closing reports and summarizing them for AP Clubs in the NOA Closing Report.
  • Preparing a summary report on the number of DocuSign contracts monthly.
  • Creating a summary report on the daily contract produced.
  • Sending Closed Contract Detail Report to Phuket and Australia sites.
  • Generating daily Ready to Close and Closing reports for the team.
  • Generate a comprehensive weekly Unclosed report summary and distribute it to all sites, ensuring that monthly closing targets are consistently met.
  • Providing ad-hoc reports as requested by the NOA Director.

• Performance Management and Associate Relations

• Share relevant, timely information to help others understand and support business objectives.
• Assist in providing coaching, guidance and training to NOA new hires and team members so that they execute their assigned duties correctly.
• Supervise the team when Manager is unavailable.
• Work closely with Manager to support the team/company on business needs.
• Provide constructive feedback with consideration of others’ feelings.
• Assist in sustaining a work environment that focuses on fair and equitable treatment of associates.
• Maintain effective associate communication channels; Speak clearly and articulately with individuals and groups; adopt an open-door policy to acknowledge associate problems or concerns in a timely manner.
• Recognize and celebrate team successes.
• Encourage others to share their points of view.
• Actively listen and respond to associates.
• Deliver constructive feedback with sensitivity to others’ feelings.
• Share knowledge, innovations and best practices.

• Ad Hoc Support and Request
  • Provide support to Sales Administration teams whenever necessary.
  • Actively participate in annual audit process.
  • Contribute to NOA projects and participate in User Acceptance Testing for Business Information Systems when required.
  • Assist in reviewing and updating training manuals and Standard Operating Procedures (SOPs) in response to process changes or regulatory update.
  • Manage local team schedules and delegate work rotations.
  • Ensure the timely distribution of the Members Registry report to Bali NDG/Bali NDT Board Members on a monthly basis.
  • Assist the Closing Manager in ensuring team compliance with standard and local operating procedures (SOPs and LSOPs).
  • Take responsibility for office management and stock management tasks.
  • Provide coverage for team members during their absences, ensuring seamless workflow and maintaining productivity levels.
  • Ensure adherence to compliant working practices and security within the New Owner Administration workspace.
  • Identify opportunities for improving the effectiveness of business processes.
  • Perform additional duties as assigned..

• Ensure quality in the following areas:
  • Sales Conversion
  • Minimum deposit requirement
  • Closing of Contracts
  • 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 required.
• Experience in high volume, fast-paced, results oriented business environments.

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