Mortgage retention specialist advising BMO customers on renewals, financing, and lending products. Managing sales and service contacts while protecting customer interests and bank compliance.
About the role
- Loyalty Experience Specialist supporting Hilton Grand Vacations’ top-tier owners and members. Handling omnichannel service, reservations, payments, program education, and loyalty benefits.
Responsibilities
- Handle inbound and outbound contacts in an omni-channel contact center through phone, chats, and electronic communications
- Identify customer needs, clarify information, research member concerns, and provide solutions
- Handle contacts across additional Club skills and membership types for at least two Club products
- Provide one-on-one assistance primarily to Loyalty Tier Members
- Schedule welcome calls and provide continued services based on member needs
- Complete welcome calls and emails within 48 hours when required
- Educate Owners and Members about program options, benefits, and self-service opportunities
- Coordinate with resorts regarding pre-arrival calls and stay-related requests
- Perform post-arrival calls to ensure Loyalty Tier Members’ stays went as planned
- Resolve lower-level challenges using Spirit of Service techniques and empowerment tools
- Promote cancellation protection and promotional opportunities when applicable
- Maintain relationships with internal customers and business support departments
- Process maintenance fee payments, loan payments, payoffs, and Club assessments
- Confirm reservations using applicable points and provide resort and hotel information
- Educate Members about programs and assist with online registration, website, mobile app, and self-service navigation
- Make outbound calls and send emails promoting program usage, weather alerts, special programs, and resort arrivals
- Follow customer information and data security processes
- Meet or exceed departmental performance metrics, KPIs, and goals
- Complete required company training and compliance courses
- Follow company policies and procedures and perform reasonable management requests
Requirements
- 2 years of professional customer service experience
- Trained in all additional Club skills and membership types for 2 or more Club products (HGV, HVC, or Bluegreen)
- Friendly and enthusiastic demeanor with a positive outlook
- Dedication to providing positive experiences for Owners and Members
- Detail-oriented, self-motivated, and a problem solver
- Verbal fluency in English required
- Basic computer literacy and skills
- Ability to talk and type simultaneously
- Flexibility to work nights, weekends, and/or major holidays
- 6 months in a Specialist Loyalty Experience role preferred
- 3+ years of professional call center customer service experience preferred
- Timeshare, travel, call center, or hotel front desk background preferred
- Proficiency in Microsoft Office, including Outlook, Word, and Excel preferred
Benefits
- Work-life balance and family-friendly benefits
- Reasonable accommodation for individuals with disabilities
- Equal opportunity employment and diversity-focused workplace
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