Loan
What is the service fee for a member on automatic payments?
Varies per client
Example: $4.95
What do you have to provide the member if they want to mail a check in?
Provide address and inform member to list account # on the check
Payment Research
Which client has global interest?
El Cid
What are the rules for Voluntary Surrender?
MF must be current
Loan must be paid in full
What must the agent inform the member of after they collect a loan payment?
next due date
What is the difference between Maintenance Fees and Annual Dues?
MF = M.O.R.E
used for the resorts
Annual Dues = club expenses
used for salaries, business expenses, etc.
What is the process if a member calls in to pay off the remaining down payment?
Agent must fill out a check by phone voucher
Submit voucher through ticket "Check By Phone"
Which two clients offer the Digital Wallet?
Laguna Shores
Holiday Lounge
Which two clients are offered to refinance through a promotional letter?
Occidental Vacation Club
El Cid
What is the late fee waiver code to search for?
WVDLCC
True or False: If a member cannot pay I must transfer to Loan Servicing.
FALSE - this question is under the MF column
What is the process for a scam intake?
Fill out the scam intake form with the member on the phone; submit as a ticket
Which client is billed quinnquenial for the annual due?
Rosarito
What is the difference between forwarding a ticket to MSA versus Client Approval?
Some clients have chosen to have our MSA department process contract modifications, etc.
Other clients prefer to have requests approved by the client itself.
What are 4/7 pieces of information you need in order to fill out the refinance template?
Total Price
Credit
Actual Price
Down Payment
Extra payments (if applicable)
Interest Rate
Term
What are the additional/optional fees a member can pay for?
Medical Evacuation Insurance - Angel Guard
What is the protocol to follow in order to complete a Voluntary Surrender?
Loan and MF must be current
Loan must be PAID IN FULL
Which client only uses our old ResortApp system for their online portal?
Bahia (DB 575)
Which two Clients offer land to purchase and build property on?
Sirenis
Rancho Costa Verde
What is the full process if a member calls in to pay off their loan? (Be specific)
Navigate to the Loan Tab
Click on "Calculate Payoff"
Click on "Calculate Payoff" again to see interest added
Click on "Take this Amount"
Click on "Auto-Allocate"
Take credit card
What is the full process if a member asks for a late fee waiver?
Use cheatsheet to see if waiver is offered (if yes)
Check payment history for any previous waivers (if no)
Offer 25-50% off late fee FIRST
IF NEEDED offer full one-time courtesy waiver
IF MEMBER ALREADY HAD A LATE FEE WAIVER MUST SUBMIT TICKET TO CLIENT FOR APPROVAL
What ticket (ticket color) would you submit for an Owner Transfer for Bahia?
Forward to Client (brown button)
Who are the top 3 Clients we service for ResortCom?
UVCI
Bahia
Occidental
Holiday Lounge/Eccentry
Member paying partial payment
Cashout discounts
Payoffs
Splitting payments mutliple credit cards