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Package Verification Agent-Quality Assurance

Holiday Inn Club Vacations is searching for individuals who excel in their role and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships? We’re looking for people like this to join our friendly, engaged, professional team.

POSITION DESCRIPTION:

The Data Verification Agent is responsible for reviewing, verifying, and processing tour package forms for customers purchasing Holiday Inn Club Vacations getaway packages. This role ensures that only qualified guests are approved to travel, ultimately supporting the sales team in generating high-quality leads for timeshare products. The agent will contribute to the guest fulfillment process by ensuring data accuracy, addressing discrepancies, and collaborating with cross-functional teams within Marketing Operations and Compliance.

ESSENTIAL DUTIES AND TASKS (up to five):

1. Data Review & Verification

Review and verify submitted package sales forms for accuracy and completeness, ensuring correct prospect details, owner information, latitude balance, qualifications, and pricing.

Identify and report discrepancies to management, following established procedures to ensure data integrity for each tour package.

2. Data Review & Verification

Maintain production standards and meet departmental performance metrics.

Ensure confidentiality and accuracy in verifying and entering data into the system.

Review and correct daily discrepancy reports to support operational efficiency.

3. Support & Collaboration

Assist the Package Verification Supervisor with daily tasks and ensure effective support for all marketing operation teams.

Actively participate in team efforts to achieve departmental and organizational goals.

Adhere to company policies and procedures while maintaining the privacy and security of all guest, employee, and management data.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities

EDUCATION and/or EXPERIENCE

High School Diploma or GED equivalent
Higher education encouraged

CERTIFICATES, LICENSES, REGISTRATIONS

Not applicable

QUALIFICATIONS & REQUIREMENTS

Minimum of 2 years in a call center environment, preferably within the hospitality or timeshare industry.
Exceptional written and verbal communication skills.
Must be able to read/write/speak the English language, Spanish a plus.
Excellent proof-reading skills.
Ability to follow detailed instructions and manage multiple tasks efficiently.
Flexibility to work evenings, weekends, and variable hours based on call center needs.
Strong organizational skills with the ability to manage multiple priorities under time constraints.
Committed to maintaining a high level of professionalism and diligence in all interactions.
Willingness to learn new systems and processes quickly and adjust to changing business needs.
Experience collaborating in team settings to achieve common goals and improve processes
Proficiency in Microsoft Word, Excel, and database programs.

PHYSICAL DEMANDS:

Must be able to stand, walk, sit, climb stairs, and talk for extended periods of time. Be able to lift 10 lbs.

WORKING CONDITIONS:

The Package Processing-Data Verification Agent will work in a call center environment with a constant buzz of conversation created by other agents and other telemarketing departments.

WORK SCHEDULE/HOURS

The incumbent in this position spends most of the time in an air-conditioned office. Incumbent must be flexible to adapt to immediate changing situations and environments based on staff and guests needs. Or in a virtual environment where it is the team members responsibility to ensure reliable internet connection.

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