Legacy Program Advisor

westgate resorts; Town of Florida, Northern (NY, KY); Hybrid; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) with company match

Daily Pay

Tuition assistance

Parental leave

Job summary

Westgate Resorts is seeking a customer-focused Legacy Program Advisor to assist owners with vacation ownership benefits, transfers, and related services. You will guide owners through programs, review accounts for transfer opportunities, and ensure accurate processing of requests.

The role emphasizes strong customer service, problem-solving, and the ability to thrive in a fast-paced owner services environment. Bilingual English/Spanish is preferred to serve a diverse owner base.

Qualifications

• 1-2 years of experience in Customer Service, Owner Services, Account Management, Call Center Operations.
• Experience in Timeshare, Vacation Ownership, Hospitality, Resort Operations, Real Estate, Mortgage, Title Services is a plus.
• High School Diploma or GED required; Associate Degree preferred.
• Excellent verbal and written communication skills.
• Strong customer service and conflict-resolution abilities.
• Experience handling escalated customer concerns.
• Strong organizational skills and attention to detail.
• Ability to multitask in a high-volume environment.
• Proficiency with Microsoft Office and customer service systems.
• Ability to work independently and exercise sound judgment.
• Bilingual English/Spanish preferred.

Responsibilities

• Educate owners on timeshare ownership benefits and program options.
• Review owner accounts and identify solutions including transfer, retention, VDB, ROFR, and reconveyance.
• Provide information on ownership transfers, HOA and maintenance fees, reservations, and Legacy Program requirements.
• Assist owners with safe ownership transitions and explain risks of third-party exit companies.
• Handle inbound/outbound calls, emails, and owner inquiries regarding account services.
• Process transfer documents, VDB requests, ROFR transactions, reservations, and fees.
• Collaborate with resale coordinators and internal departments to ensure timely processing.
• Resolve owner concerns and escalate issues professionally.
• Maintain knowledge of policies, ownership programs, and customer service best practices.
• Meet performance goals for quality, productivity, and customer satisfaction.
• Book owner reservations when applicable.

Skills

Customer Service

Owner Services

Account Management

Call Center Operations

Client Support

Member Services

Multitasking

Education

High School Diploma or GED

Associate Degree in Business Administration or Hospitality

Tools

Microsoft Office

CRM systems

Job description

Company Description

Westgate Resorts is the largest privately held timeshare company in the world, with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized byU.S. News & World Reportas one of theBest Companies to Work For, we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement.With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.

Job Description

We are seeking a customer-focused Legacy Program Advisor to support owners with questions regarding their vacation ownership benefits, account options, ownership transfers, and Legacy Program services. This role serves as a trusted resource for owners by providing guidance on timeshare ownership, account retention options, voluntary deed back programs, ownership transfers, reservations, and related account services.

The ideal candidate has strong customer service and problem-solving skills, enjoys helping customers navigate complex situations, and thrives in a fast-paced contact center or owner services environment.

What You Will Do:

• Educate owners on timeshare ownership benefits, usage guidelines, vacation ownership programs, and available ownership transition options.
• Review owner accounts and identify appropriate solutions including ownership retention, transfer opportunities, Voluntary Deed Back (VDB), Right of First Refusal (ROFR), and reconveyance options.
• Provide accurate information regarding:
  • Timeshare ownership transfers
  • Vacation ownership programs
  • HOA fees and maintenance fees
  • Reservations and usage rights
  • Legacy Program requirements
  • Administrative processing procedures
• Assist owners with safe and secure ownership transition options while educating them on potential risks associated with third-party exit companies.
• Handle inbound and outbound customer service calls, emails, and owner inquiries regarding account services and ownership matters.
• Process ownership transfer documentation, VDB requests, ROFR transactions, reservations, and associated administrative fees.
• Collaborate with resale coordinators and internal departments to ensure timely and accurate processing of owner requests.
• Resolve owner concerns and escalated customer issues professionally and efficiently.
• Maintain knowledge of company policies, ownership programs, and customer service best practices.
• Meet established performance goals related to quality, productivity, customer satisfaction, and service levels.
• Book owner reservations when applicable.
• Perform additional duties as assigned.

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:

• 1-2 years of experience in:
  • Customer Service
  • Owner Services
  • Account Management
  • Contact Center Operations
  • Client Support
  • Member Services
  • Call Center Environments
• Experience within the following industries is preferred:
  • Timeshare
  • Vacation Ownership
  • Hospitality
  • Resort Operations
  • Real Estate
  • Mortgage
  • Title Services
• High School Diploma or GED required.
• Associate Degree in Business Administration, Hospitality Management, or related field preferred.
• Excellent verbal and written communication skills.
• Strong customer service and conflict-resolution abilities.
• Experience handling escalated customer concerns.
• Strong organizational skills and attention to detail.
• Ability to multitask in a high-volume environment.
• Proficiency with Microsoft Office and customer service systems.
• Ability to work independently and exercise sound judgment.
• Adaptability in a changing business environment.
• Bilingual English/Spanish preferred.

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 – AccessYour 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
• NEW! David A. Siegel Legacy Scholarship– Up to $40,000 for Team Members’ Dependents After 1 Year of Service
• 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 [e-mail] 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.