General
First year owner does not have enough points to book a reservation what can we do for them?
Discounted Points Stay
What kind of case should be submitted when you give an owner satisfaction points and what is the record type?
Exceptions case / Issues
Owner got married and needs to update her new name, what dowe advise including the cost?
The Name change request costs $150 and it is to change a name of an existing owner, it can not be used to add or remove an owner.
This person makes sure the Training Department runs smoothly
Michelle Blahay
Training Manager
On this page of the OBA is where an owner can find their Recission period depending on the state they purchased
Last page above their signature
What is the Reservation type that an authorized user can’t book?
Bonus Time Reservation
Owner calls in wanting to know about a case that was submitted on their behalf but they haven’t heard anything,how would you assist?
Log in to Salesforce Enter Case or Ph number into search bar Select appropriate case to view details, progress, log calls and related docs
True or False - If there is an issue with an owner’s title transfer request, they are entitled to a refund of their title transfer request fees.
False- Title transfer request fees are non refundable
This group ensures that everything is are accurate in all of our processes
QA Team
This document advises Owners of any maint fees that will be associated with their purchase
OCI – Owner Confirmation Interview
How do we send an email confirmation for a Q reservation?
KRP screen Press F10
This document advises Owners of any maint fees that will be associated with their purchase
OCI
What is the TAX form sent to owners who sold their timeshare privately and relates only to the sale price of the timeshare?
IRS 1099-S
This reservation type should only be used for booking Points reservations when you are unable to book the reservation following normal procedures
V Reservations
What services does RTA (ResortTitle Agency) provide?
Escrow, Sales, Acquisitions, Title transfers, deed changes and assignments, estoppel requests,and AS400 records admin.
What is the turnaround time for a Materials Request?
7-10 Bus Days
This point type would need to be added to a NEW OWNERS account if they had a sampler account prior to becoming an owner.
X Points
True or False, an owner can still travel with a past due Mortgage, as long as their Maint fees are paid in full
False
What is the booking lead time for priority use period reservations?
Must be reservered 13 months to 11 months and 1 day in advance of check-in
What department do we transfer the owner if their Priority Inventory is not Available
Warm transfer the call to Owner Services.
For Diamond Servicing Log, what status should the case be submitted
Completed
These points can be added to an owners account as compensation
J/H Points
What is a Mortgage Amortization Schedule?
A forecast of their payment schedule and it is not an actual history of payments. For loans serviced by us, we can send owners an Amortization Schedule.
The maximum number of days that it may take to receive a refund when canceling a contract?
Refunds can take up to 20 days (credit cards) or 45 days (checks) from the date the rescission letter was received.
What are the blackout dates for the Shenandoah Free Stay Certificate RV
There are no blackout dates