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Owner Onboarding Specialist

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

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 as well as provides customer support through onsite education and services for club products, follow up process and site customer contact. The OO Representative also provides feedback to OO Manager from document closing and sales presentation observations to identifying training opportunities. The OO Representative will balance proactive efforts with owners as well as reactive work to ensure owner satisfaction with purchases and ensuring quality service standards, goals, and objectives are met consistently. The OO Representative works with OOM to provide training for sales that will help meet and improve on rescission and compliance goals.

Essential Job Responsibilities
Responsibilities include, but are not limited to:
• Responsibility #1
o Review and Complete legal and sales related documents with owners following established process/guidelines (50% time)
• Responsibility #2
o Provide Owner Education to owners through topic curriculum in a private one on one setting or group education sessions on all aspects of the club products and offer guidance in maximizing their vacation ownership. These sessions can aid in post-sale customer service for sales retention and compliance (25% of time)
• Responsibility #3
o Identify and communicate patterns, trends, training opportunities and compliance concerns to OO Manager (10% of time)
• Responsibility #4
o Provide training for the sales team in product knowledge, sales document content, and sales compliance as needed (5% of time)
• Responsibility #5
o Coordinates the logistics and reporting functions for all educational events & materials, collaborates with in house marketing, sales and resort team to optimize educational session attendance (5% of time)
• Responsibility #6
o Other site duties as assigned by OO Manager (5% time)

Travel Requirements
Less than 5% for Corporate and or BU Meetings

Minimum Requirements and Qualifications
Education
• Bachelor Degree or equivalent combination of education and directly related experience

Training requirements
• WVO Product Knowledge, Workday courses, Sales Training relative to Owner Onboarding

Knowledge and skills
• Ability to prioritize and organize tasks
• Ability to influence
• Excellent verbal and written communication and interpersonal skills
• Ability to manage concurrent assignments in an effective and efficient manner
• Strong conflict management skills
• Expert Contract Standards Expertise preferred
• WVO product knowledge expertise preferred

Technical Skills
• WVO Product Knowledge, Workday courses, Sales Training relative to Owner Onboarding

Job experience
• 1+ years Wyndham sales experience preferred
• 1 year previous customer service experience

Unless there is a legal requirement, experience will be accepted for the education requirement.

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include: Note: Temporary and/or seasonal associates are ineligible for Paid Time Off. • Medical • Dental • Vision • Flexible spending accounts • Life and accident coverage • Disability • Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)• Wish day paid time to volunteer at an approved organization of your choice • 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)• Legal and identity theft plan • Voluntary income protection benefits • Wellness program (subject to provider availability)• Employee Assistance Program

Compensation

During the initial training period, the hourly wage is $23.00 plus commissions and bonuses. After the initial training period, the compensation is the state’s minimum wage per hour, plus commissions and bonuses.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com , including the title and location of the position for which you are applying.

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What You Should Know About Owner Onboarding Specialist, Wyndham Destinations

As an Owner Onboarding Specialist at Travel + Leisure Co., you're stepping into a vital role that ensures new owners have an exceptional start to their vacation ownership journey. Nestled in the beautiful Napa County, CA, our mission at Travel + Leisure Co. is to put the world on vacation, and you will play a key part in making that happen! Your daily responsibilities will include delivering engaging presentations to educate new and existing owners about their purchases and answering any questions they might have. With a blend of proactive and reactive customer service, you will not only facilitate document signings but also provide top-notch support to help owners maximize their vacation experience. Each interaction is an opportunity to gather insights and feedback, which you’ll share with your OO Manager to drive improvements and enhance our training programs. You'll also collaborate with various teams to ensure our educational offerings attract and inform prospective owners. With a focus on communication and relationship-building, you'll help create lasting memories for travelers worldwide. If you're ready to be part of a company that values innovation, growth, and a fun work environment, the Owner Onboarding Specialist position at Travel + Leisure Co. could be your next exciting step!

Frequently Asked Questions (FAQs) for Owner Onboarding Specialist Role at Wyndham Destinations
What are the responsibilities of an Owner Onboarding Specialist at Travel + Leisure Co.?

The Owner Onboarding Specialist at Travel + Leisure Co. is fundamentally responsible for guiding new owners through the onboarding process. This includes reviewing and completing sales documents, providing owner education, identifying training opportunities, and supporting sales teams with compliance training. A significant part of the role is dedicated to enhancing owner satisfaction and ensuring quality service standards are met.

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What qualifications are required to become an Owner Onboarding Specialist at Travel + Leisure Co.?

To qualify for the Owner Onboarding Specialist position at Travel + Leisure Co., candidates typically need a Bachelor’s Degree or an equivalent combination of education and experience. Furthermore, at least one year of previous customer service experience, along with strong communication skills and an ability to manage concurrent tasks effectively, are essential for success in this role.

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How does the Owner Onboarding Specialist at Travel + Leisure Co. support owner satisfaction?

The Owner Onboarding Specialist plays a crucial role in ensuring owner satisfaction by delivering personalized education sessions that help owners understand their purchases better. By proactively engaging with owners and providing reactive support, the Specialist helps to address concerns promptly and thus enhances the overall customer experience.

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What skills are important for an Owner Onboarding Specialist at Travel + Leisure Co.?

Key skills needed for an Owner Onboarding Specialist at Travel + Leisure Co. include strong communication abilities, excellent interpersonal skills, conflict management capabilities, and the ability to influence others effectively. Being organized and capable of multi-tasking efficiently are also critical to thriving in this fast-paced environment.

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What opportunities for growth exist for an Owner Onboarding Specialist at Travel + Leisure Co.?

As an Owner Onboarding Specialist at Travel + Leisure Co., there are numerous opportunities for professional development. You can expect to receive comprehensive training in sales compliance, product knowledge, and customer service. Moreover, by consistently delivering outstanding service, you may advance to higher roles within the company, paving the way for a rewarding career in the travel industry.

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Common Interview Questions for Owner Onboarding Specialist
Can you describe your experience with onboarding new customers?

When answering this question, highlight specific examples where you successfully guided new customers through a process, showcasing your ability to explain complex information clearly and your dedication to customer satisfaction.

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How do you prioritize tasks when managing multiple owner interactions?

Discuss your organizational strategies, such as using checklists or software tools to manage your workload efficiently. It's essential to convey your ability to evaluate urgency in tasks and remain adaptable to new information.

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What strategies would you use to ensure owner satisfaction?

Share your approach to building strong relationships through effective communication. Explain how you would seek feedback, assess needs, and proactively address potential issues to keep owners engaged and satisfied.

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What do you understand about Vacation Ownership Products?

Provide a brief overview of your knowledge about vacation ownership products, emphasizing your readiness to learn more. Discuss the importance of product education in enhancing the customer experience, which is central to your role.

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How would you handle a difficult customer during the onboarding process?

Outline your approach to conflict resolution, emphasizing calmness and empathy in your communication. Detail any past experiences where you've turned around a difficult interaction to showcase your problem-solving skills.

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Why do you want to work as an Owner Onboarding Specialist at Travel + Leisure Co.?

Discuss your passion for customer service within the travel industry and how Travel + Leisure Co.'s commitment to creating memorable experiences aligns with your personal values and career aspirations.

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How do you gather and utilize feedback from owners?

Explain your methods for collecting feedback, such as surveys or direct conversations, and how you analyze that information to identify trends and areas for improvement, reinforcing your proactive approach to enhancing the onboarding experience.

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Describe a time you trained or educated someone successfully.

Highlight a specific instance where you designed and delivered a training session, focusing on your methods for engaging learners and assessing their understanding, which is crucial for the Owner Onboarding role.

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What systems or tools have you used to manage documentation in previous roles?

Share your experience with tools like CRM software or documentation management systems, emphasizing how these tools helped streamline processes and maintain accuracy in compliance regarding sales documents.

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How do you ensure compliance with company policies and procedures?

Discuss your familiarity with compliance standards and your proactive approach to staying informed, such as regular training or engaging with colleagues, illustrating your commitment to adhering to company guidelines in your administrative tasks.

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DATE POSTED
April 10, 2025

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