Owner Onboarding Representative

About the Role

The Owner Onboarding Representative serves as a catalyst for the owner onboarding experience. The OO Representative works to deliver sales document presentations for new and existing owner purchases, provides customer support through onsite education and services for club products, follows up on processes, and handles site customer contact. The role also involves providing feedback to the OO Manager from document closing and sales presentation observations to identify training opportunities.

The OO Representative balances proactive efforts with owners and reactive work to ensure owner satisfaction with purchases, meeting quality service standards, goals, and objectives consistently. The role collaborates with the Owner Onboarding Manager (OOM) to provide training for sales teams to improve rescission and compliance goals.

Responsibilities

• Review and complete legal and sales-related documents with owners following established processes/guidelines (50% of time).
• Provide owner education through topic curriculum in private one-on-one settings or group sessions on all aspects of club products, offering guidance to maximize vacation ownership (25% of time).
• Identify and communicate patterns, trends, training opportunities, and compliance concerns to the OO Manager (10% of time).
• Provide training for the sales team in product knowledge, sales document content, and sales compliance as needed (5% of time).
• Coordinate logistics and reporting for educational events and materials, collaborating with in-house marketing, sales, and resort teams to optimize session attendance (5% of time).
• Perform other site duties as assigned by the OO Manager (5% of time).

Requirements

• Bachelor’s degree or equivalent combination of education and directly related experience.
• 1+ years of Wyndham sales experience preferred.
• 1 year of previous customer service experience.
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
• Travel requirements: less than 5% for corporate and/or business unit meetings.

Skills

• Ability to prioritize and organize tasks.
• Excellent verbal and written communication and interpersonal skills.
• Ability to manage concurrent assignments effectively and efficiently.
• Strong conflict management skills.
• Expert contract standards expertise preferred.
• TNL product knowledge expertise preferred.
• Technical skills: TNL product knowledge, Workday courses, sales training relative to owner onboarding.

Complexity and Impact

• Decision-making authority: Works within guidelines established by the OO Director and OO Manager.
• Level of autonomy: High level of autonomy to complete job tasks with minimal supervision to achieve retention and compliance goals.
• Impact of decisions: Retention achievement directly adds revenue (e.g., 10% retention on $1,000,000 in sales = $100,000 saved revenue).
• Scope/Financial Responsibility: Increases overall site retention, decreases sales compliance issues, and directly impacts sales location results through best practices. Drives improvements in rescission rates, sales compliance, net sales, and NPS/OE scores.

Benefits

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week. Certain benefits may be available to associates working fewer hours where required by applicable law.

• Medical, dental, and vision coverage.
• Flexible spending accounts.
• Life and accident coverage.
• Disability coverage.
• Paid time off, parental leave, and holidays (eligibility requirements apply).
• Wish Day: Paid time to volunteer at an approved organization of your choice.
• 401k with employer match (subject to eligibility requirements, including tenure).
• Legal and identity theft plans.
• Voluntary income protection benefits.
• Wellness program (subject to provider availability).
• Employee Assistance Program.

Note: Temporary and/or seasonal associates are ineligible for paid time off.