Why Capital Vacations?

At Capital Vacations, we offer access to 90+ exclusive club destinations and thousands of partner resorts worldwide. We’re one of the fastest-growing brands in vacation ownership — and we reward performance aggressively.

Responsibilities:

• Monitor and Enforce Sales Compliance Policy
  • Manage Corrective Action Process for Sales (Performance and Compliance)
    • Sales Performance for VPG will be owned by this position
      • Work with Reporting
      • Own the process to ensure Performance CAs and Coaching notes are returned on time every month.
    • Progressive Compliance Corrective action will be tracked and administered
  • Work with Owner Services to Investigate Allegations
  • Customer Resolutions - Contact customers with Resolution Team to resolve customer satisfactions issues.
  • Track responses from the sites
• Create and manage a progressive tracking system for compliance allegations, Non-Negotiable Violations, mis-rep cancels, and progressive corrective action by rep
• Review QA Closings/Manage Provana program
  • Review results of individual QA Closings
  • Provide findings to Dir Compliance in order to coach and Train the QA Teams regularly; also doing 1-1 coaching for QAs in need of improvement
• Review weekly reporting for any Capital Sales exceptions (Downpayment/Discounts/ETC).

When the Compliance Manager takes ownership of the areas above, a more strategic focus can collectively be provided to other areas of the department that need to be refined:

• Focus on driving results (Rescission / Mis-Rep Cancel / Provision) by managing daily activity and inspecting process execution
• Manage the Training and Development Process of the QA Team
• Create Refine and Manage QA Performance Reporting
  • We need a more consistent process and report that we look at regularly that says ho the company, each site and each QA is performing for a rescission standpoint.
  • Need a standard score card for QAs (Provano will help with this and be a big part / Rescission results will be another)
• Focus on Capital Sales refinement to create better automation and remove certain aspects that lead to intermittent errors and suspense issues
• Refine other processes within the department to create further efficiency and accuracy in the back of the house operation