Correspondence Team Member (Editor)

Company Description

Westgate Resorts is the largest privately held timeshare company in the world, with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized by U.S. News & World Report as one of the Best Companies to Work For, we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement. With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.

Job Description

The Correspondence Team Member is responsible for managing and responding to written consumer communications, including complaints, inquiries, and requests for information. This role supports the company’s commitment to customer satisfaction while ensuring compliance with applicable legal and regulatory requirements.

• Research and investigate incoming complaints related to company products and services, identifying appropriate resolutions, and providing clear, professional written responses.
• Utilize company resources effectively to verify information and ensure accuracy and completeness of correspondence.
• Prepare clear, accurate, and compliant written responses to customers.
• Maintain accurate documentation and records of customer communications and case resolutions.
• Avoid unnecessary escalation of issues and collaborate with internal departments to gather necessary information and resolve issues.
• Identify patterns or trends in complaints and escalate issues when appropriate.
• Collaborate closely with the Compliance Team on the review and resolution of complaints.

Qualifications

• Proficiency in MS Word, Excel, and Outlook
• Exceptional communication skills
• Fluency in English. Bilingual a plus - Spanish and/or Portuguese; reading, writing, and speaking
• Customer service experience – One year required
• Timeshare experience preferred
• Quality Assurance experience preferred
• High school diploma or General Education Degree (GED) required.
• Associate or Bachelor’s degree in English, Communications, or related field preferred
• Adobe Acrobat knowledge is a plus.
• Strong written and verbal communication skills
• Excellent problem-solving and analytical abilities
• High attention to detail and accuracy
• Ability to manage multiple cases and prioritize tasks effectively
• Professional judgment and ability to handle sensitive or complex customer concerns
• Strong organizational and time-management skills