Document Management Name Change Specialist - Bilingual

Job Description

Westgate Resorts is seeking a Document Management Name Change Specialist fluent in English and Spanish to support timeshare ownership transfers, resale transactions, name changes, and account maintenance activities. This role serves as a primary point of contact for owners, closing companies, real estate professionals, brokers, title agencies, attorneys, and internal teams regarding ownership record updates and transfer requirements.

The ideal candidate will have experience in customer service, call center operations, timeshare administration, title processing, deeding, contract processing, real estate transactions, mortgage servicing, or hospitality operations. This position requires strong attention to detail, excellent communication skills, and the ability to review legal documents while providing exceptional customer service in both English and Spanish.

This is a high-volume, phone-based position requiring frequent interaction with owners and third-party organizations throughout the ownership transfer process.

What You Will Do:

• Process timeshare ownership transfers, resale transactions, ownership changes, account updates, and contract modifications.
• Review and process ownership transfer requests involving trusts, probate, estates, divorce settlements, inheritance transfers, and legal name changes.
• Evaluate legal documentation including deeds, trust agreements, court orders, death certificates, probate documents, and transfer paperwork.
• Verify ownership information and ensure documentation complies with company policies and legal requirements.
• Maintain accurate ownership records and update account information within company systems.
• Serve as the primary point of contact for owners, brokers, attorneys, title companies, closing companies, and internal departments.
• Handle a high volume of inbound and outbound customer service calls regarding ownership transfer requirements, timelines, fees, and documentation.
• Respond to inquiries through phone, email, and written correspondence while maintaining a professional and customer-focused approach.
• Educate owners and external parties regarding transfer procedures, documentation requirements, and processing expectations.
• Research account histories and ownership records to identify and resolve transfer issues.
• Communicate with customers and third parties to obtain missing documents and correct discrepancies.
• Coordinate with internal departments to ensure ownership records and contract information are updated accurately.
• Escalate complex ownership issues, legal concerns, and customer disputes to management when appropriate.
• Ensure compliance with company policies, department procedures, and applicable legal requirements.
• Maintain detailed transaction records and documentation throughout all stages of the transfer process.
• Monitor processing timelines and service-level expectations to ensure timely completion of ownership transfers.
• Participate in process improvement initiatives, special projects, and departmental support activities.
• Maintain confidentiality of customer records and sensitive information.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You Will Bring: 

• High School Diploma or GED required.
• Minimum 1-2 years of experience in customer service, contract processing, timeshare operations, real estate administration, title processing, mortgage servicing, hospitality, or related industries.
• Bilingual in English and Spanish required, with the ability to speak, read, and write fluently in both languages.
• Experience managing high-volume inbound and outbound customer interactions.
• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong organizational, multitasking, and time-management skills.
• Ability to review documentation accurately and maintain attention to detail.
• Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, and Teams.
• Ability to learn new systems, databases, and document management platforms.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with timeshare ownership transfers, deed processing, title services, contract administration, escrow, mortgage servicing, or real estate transactions.
• Knowledge of probate processing, trust administration, estate transfers, divorce settlements, and ownership documentation requirements.
• Experience in a call center, customer contact center, or phone-based support environment.
• Experience reviewing legal documents and ownership records.
• Hospitality, resort operations, or vacation ownership industry experience.
• Customer service experience supporting both English- and Spanish-speaking customers.

Additional Information

Why Westgate?  

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• David A. Siegel Legacy Scholarship – One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation: 17 to 19 (USD) (HOURLY)