Owner Services Rep I

Description

JOB TITLE:                    Owner Services Guest/Owner Representative I

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).  Receptionist duties for vacation and owner services to assist guest/owner visits as appropriate in office atmosphere. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Meet with Manager weekly for a one on one to review quarterly objectives.
• On an annual basis, assist with conducting a PowerPoint presentation to the Executive Committee related to data obtained in the tasks listed in this job description.  Write and read correspondence, summaries, and reports in English using company approved formatting. Read, analyze and interpret documents in English such as policy and procedure manuals, common journals, financial reports and legal documents.
• Provide\update policies and procedures, training & documentation.

Office Receptionist:

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

  Foreclosures:

• Bulk Foreclosure process not limited to the following:
• Internal Discovery Process of which owner grouping will be processed.
• Research internet software for proof of survival or deceased and title vesting
• Update property management system of such findings.
• Prep data for Title Company to prepare/submit a commitment of defendants listed in each grouping of bulk foreclosure.
• Review Title Commitment for accuracy and submit findings if any for corrections.
• Prep documentation for attorney ie:  Court documents needed for proof that defendants/owners are worthy of foreclosure.
• Submit documentation to attorney to process data
• Review attorney court documentation and submit findings if any
• Process changes after foreclosure completion in property management system of record including all monies being written off for each defendant/owner.
• Organize and report to supervisor/management status of each stage of foreclosure proceedings.

  Bankruptcy:

• Knowledge to discuss 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 write off debt prior to filing date of bankruptcy in property management system and other forms of tracking the bankruptcy ie: excel or word
• Prepare deed in lieu documents to title holders after discharge of debtor and submit for supervisors review
• Dismissal of a Chapter 7 or Chapter 13 require 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 obligation's.

• Inventory Management-Sales:  Collection Agencies- DIL- Sales

• In House Call program for Title Vesting
• Run In house Title call list. 
• Call 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 ie:  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 to be a liaison from Owner Services to Reservations.  Track Statistics in current software of owners (i.e.: 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.
• Develop owner relations and customer service for Christie Lodge and any development companies that are contracted with Christie Lodge.
• Responsible for scanning and document storage procedures and updating SOP manual.
• Implementing new programs with direction of Management to insure new owner/customer relations (ie: discount owners for signing up on electronic billing, for paying electronically etc.)
• Vendor Relationships:  Title Companies, Closing Companies, Attorneys
• 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

• Owner Reservations/Phone System: Navis

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

• i.e.: RCI (Points/Weeks)/Interval International (Points/Weeks) and Dial an Exchange

• 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 sufficient 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.

• Certifications

-Colorado Notary.

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 hear. The 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.

- 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. 

Salary : $21