If the Owner requests information that can be found on the website, what is the first step?
Walk the Owner through the site to find the information.
KA: VSE Communication Requests
T/F: Associates are empowered to waive deadlines, fees, or restrictions.
True
KA: VSE Empowerments at a Glance
T/F: First Day Benefits (FDBs) are offered to all Owners by the Sales team as an incentive to purchase.
False. Not all Owners are offered FDBs.
KA: VSE First Day Benefits (FDB) General Information or VSE FDBs Marriott Bonvoy Points and Bonus StarOptions
What information should be included when requesting the link for Exit Services?
KA: VSE Exit Services General Information
T/F: Associates are not able to take loan payments.
True.
KA: VSE Loan Payments
What queue does the case need to be assigned to?
Email VSE ENG Queue
KA: VSE Communication Requests
What empowerments are associates given?
KA: VSE Empowerments at a Glance
What types of FDBs are offered to Owners?
KA: VSE First Day Benefits (FDB) General Information
How long does it take for Exit Services to contact the Owner after they submit the form?
It may take up to 5 business days for Exit Services to contact the Owner.
KA: VSE Exit Services General Information
How can Owners make their loan payments?
Loan payments can be made through the Loan Servicing department or online.
KA: VSE Loan Payments
What cannot be requested to send to an Owner via email?
KA: VSE Communication Requests
Under what circumstance can an associate waive the cancellation fee?
KA: VSE Empowerments Guidelines
When using Bonus StarOptions, what restrictions will apply?
KA: VSE FDBs Marriott Bonvoy Points and Bonus StarOptions
If an Owners is requesting to change their deed, including deed of Trust, what do they need to fill out and submit before the change can be completed?
A transfer packet
KA: TMVC Owner Modifications Title Transfer Packet Request
What do associates need to provide to Owners before warm transferring to Loan Servicing?
KA: VSE Loan Payments
How long will it take for the Owner to receive the email?
48 to 72 hours
KA: VSE Communication Requests
Under what circumstance can an associate waive the 60-day restrictions?
KA: VSE Empowerments Guidelines
When will Bonus StarOptions or Marriott Bonvoy points post to the Owner's account?
30 days after the date of contract closing (Recorded Date in Sun).
KA: VSE FDBs Marriott Bonvoy Points and Bonus StarOptions
Which properties are not deeded, and what do they require?
These properties require a Certificate of Ownership.
KA: TMVC Owner Modifications Title Transfer Packet Request
What phone number can associates give the Owner if they need to contact the Loan Servicing team?
863-940-5100 or 800-763-4877
KA: TMVC Loan Servicing Team Contact Information
What information needs to be included in the case?
KA: VSE Communication Requests
What are the conditions when associates can override the banking deadline up to three business days after the deadline?
KA: VSE Empowerments Guidelines
What are possible statuses for FDBs?
KA: VSE First Day Benefits (FDB) General Information or VSE FDBs Marriott Bonvoy Points and Bonus StarOptions
T/F: If an Owner wants to change the Primary Owner on the account, they need to fill out a transfer packet.
False. A transfer packet is not required if an Owner is wanting to change the Primary Owner to another Owner listed on the deed.
KA: TMVC Owner Modifications Title Transfer Packet Request
What phone number can associates give the Owners of Harborside Resort at Atlantis if they need to contact the Loan Servicing team?
838-HARBORSIDE LOAN
KA: TMVC Loan Servicing Team Contact Information