The Club Support team supports all the administrative functions for all Club Contact Center operations across the United States, Canada, and EU and provides support to our Japanese counterparts. The Club Support team also works closely with other departments such as Portfolio Services, Deeding and Compliance, Inventory Management, Resorts, and Sales. They complete special projects, account set-up, and connect with internal and external customers. The above purpose is a support to our mission of providing a spectacular quality of service and maintaining excellent response standards as we communicate with our members, owners, Team Members.

Essential Job Functions:

• Answers Club Support line, shared email inboxes, and responds to all inquiries from team members, management, members, and owners, needing assistance in a professional manner to satisfy requests.
• First contact for disaster recovery through assisting with multiple outbound (email/calls) campaigns pertaining to construction, overbookings, and miscellaneous projects to properly set Owner expectations, which may include unit moves to different inventory or in some cases cancellations of reservations. 
• Complete outbound calls and handle reservation reports for Members with an outstanding balance. 
• Provide timely owner escalation resolution for administrative issues that require research and investigation and help resolve them.
• Update member contact information in system (VOICE, Clarity, and AS400)
• Process various administrative forms related to the member account (i.e., Authorized User, Club Combinations, Joint Ownership etc.)
• Handle requests for change of occupancy, updating effective dates on contracts and completing point allotment. Communicate with the Accounting department to insure accurate billing.
• Max Membership set up including the Dual membership verification process.
• Complete audit of upgraded and new contracts. This includes verifying membership and service types, point adjustments, request Home Week or Event bookings if applicable, verifying Honors code in GEM.
• Setup and maintenance of Team Member reward accounts such as My Career, Grand Accomplishment, etc. 
• Coordinate and perform the cancellation of Club memberships due to expiration, resale, default, PCC, etc.
• Perform all actions related to the enrollment of all new memberships, including accurate contract processing for all existing and new affiliation resorts according with our business rules.
• Handle and fulfill requests for Club Partner Perks, Travel Services, and member point redemption/exchanges.  Verify invoices and work as a liaison between vendors and accounts payable team. Maintain system process and tracking logs. 
• Hilton Honors:  Perform all functions related to the enrollment of new Hilton Honors accounts for deeded and trust owners. Process daily Hilton Honors discrepancy reports, FDI Report, and fulfill requests for mutual account applications and merging of accounts in Salesforce. Handle service recovery requests for bonus and Honors points from sales and resort operation teams Assist with end-of-year Honors report as needed. 
• Affiliate & Exchange properties: verify owner exchange deposits with various affiliate resorts and exchange companies (RCI, II, DEX, Grand Pacific etc.), yearly inventory ceding, monitor transaction reports
• Perform accurate check processing through system for Club administration transactions
• Fulfillment of the World-class Owner Waitlist request via VSSA 
• Fulfill the department’s requests for office supplies, while tracking and maintaining accurate records. Responsible for the efficient procurement and utilization of these supplies, department equipment and materials for new and existing department staff
• Facilitate incoming and outgoing mail distribution process 
• Monitor daily arrival reports for all non-managed resorts 
• Complete Point Audits upon request 
• Complete Q/V Reservation type point transactions for special reservations, promotions, reservations that are not system supported, etc. 
• Handle the chargeback reports and communicate with members accordingly to facilitate the collection of disputed club transactions.
• Process refunds and charges for club transactions requested from club counselors servicing HGV/HVC Members through Shift4, Clarity, and VOICE
• Conduct specialized department shadowing and training for new team members after they have completed general Club training
• Verify HOA refunds/transfers submitted by club counselors servicing HGV Members and send to HOA to process.
• Identify and report recurring issues and/or trends.
• Meets or exceeds the average target goals for productivity set on a daily, weekly, and monthly basis, as directed by the department policy and standards.
• Completes all required Company training/compliance courses as assigned.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Perform any special projects or reasonable requests by management that supports the department’s mission and goals.

Knowledge, Skills, and Abilities:

To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

• Professional customer service/Administrative experience.
• Proficiency with Microsoft Office (Word, Excel, Outlook, and Power Point)
• Excellent organization skills
• Ability to perform routine, repetitive tasks accurately.
• Ability to pay close attention to details with high degree of accuracy.
• Ability to maintain records and file for easy access.
• Auditing skills.
• Ability to work independently as well as part of a team.
• Ability to multi-task and handle deadlines.
• Skillful performance in a fast-paced environment.
• Excellent written and verbal communication skills.

In addition, the following qualifications, knowledge, skills, abilities, and experience are preferred:

• Analytical and problem-solving skills  
• One year of administration experience.
• One year of HGV experience.