Emailing Owners
Empowerments
FDBs
Resale/Title
Loan Servicing
100

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

100

T/F: Associates are empowered to waive deadlines, fees, or restrictions.

True

KA: VSE Empowerments at a Glance 

100

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 

100

What information should be included when requesting the link for Exit Services?

  • Name of the Owner on the phone
  • Owner is requesting the Exit Services link
  • The inventory the Owner is requesting information on
  • Email address the Owner wants the link sent to

KA: VSE Exit Services General Information

100

T/F: Associates are not able to take loan payments. 

True. 

KA: VSE Loan Payments

200

What queue does the case need to be assigned to?

Email VSE ENG Queue

KA: VSE Communication Requests

200

What empowerments are associates given?

  • StarOptions Banking Deadline
  • StarOptions Banking Fee
  • Conversion Fee
  • Waive Cancellation Fee
  • Waive 60-Day Restriction

KA: VSE Empowerments at a Glance

200

What types of FDBs are offered to Owners?

  • Marriott Bonvoy points
  • Maintenance fee credit(s)
  • StarOptions
  • Nightly stays

KA: VSE First Day Benefits (FDB) General Information

200

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

200

How can Owners make their loan payments?

Loan payments can be made through the Loan Servicing department or online.

KA: VSE Loan Payments

300

What cannot be requested to send to an Owner via email?

  • Anything that can be found on the website. 
  • Screenshots from systems or documents from the website.
  • Reservation availability as it’s constantly changing.
  • Anything indicating that they are past due on maintenance fees or Club Dues.
  • Financial account balances such as maintenance fees or Club Dues.

KA: VSE Communication Requests

300

Under what circumstance can an associate waive the cancellation fee?

  • Death/Illness/Injury
  • Weather/Natural Disaster
  • Booking Error
  • Add Nights to existing reservation
  • Upgrading Villa on existing reservation
  • One Time Exception

KA: VSE Empowerments Guidelines 

300

When using Bonus StarOptions, what restrictions will apply?

  • Cannot be used for Harborside at Atlantis reservations.
  • Must be booked within the 8-month VSN booking window.

KA: VSE FDBs Marriott Bonvoy Points and Bonus StarOptions

300

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 

300

What do associates need to provide to Owners before warm transferring to Loan Servicing?

  • The department name
  • Phone number
  • Business hours

KA: VSE Loan Payments

400

How long will it take for the Owner to receive the email?

48 to 72 hours

KA: VSE Communication Requests

400

Under what circumstance can an associate waive the 60-day restrictions?

  • Death/Illness/Injury
  • Weather/Natural Disaster
  • Booking Error
  • Add Nights to existing reservation
  • Upgrading Villa on existing reservation
  • One Time Exception
  • Two days away from the 60 day window

KA: VSE Empowerments Guidelines

400

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 

400

Which properties are not deeded, and what do they require? 

  • Westin Lagunamar
  • Westin Cancun Resort & Spa
  • Westin Aventuras
  • The Westin St. John (Sunset Bay and Coral Vista phases only)

These properties require a Certificate of Ownership.

KA: TMVC Owner Modifications Title Transfer Packet Request 

400

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 

500

What information needs to be included in the case?

  • Owner’s full name on the phone
  • Contract number
  • Property
  • List specific item(s)s or information that need to be sent to the Owner, i.e. 2024 Club Due invoice
  • Indicate if it needs to be emailed or mailed

KA: VSE Communication Requests

500

What are the conditions when associates can override the banking deadline up to three business days after the deadline?

  • Processing Delay
  • Agent Error
  • System Error
  • Goodwill Gesture

KA: VSE Empowerments Guidelines

500

What are possible statuses for FDBs?

  • Pending
  • Posted
  • Cancel
  • N/A
  • Ineligible
  • Eligible
  • Redeemed
  • Expired

KA: VSE First Day Benefits (FDB) General Information or VSE FDBs Marriott Bonvoy Points and Bonus StarOptions 

500

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 

500

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

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