Posted September 5, 2019

Job Description

Position Overview:

The Document Production Manager (San Antonio – Wild Oak Ranch, Hyatt Residence Club) is responsible for managing the document production area to ensure we have accurately entered purchaser(s) and financial information into our systems to generate mortgage closing documentation in a timely manner. Serves as a liaison between the Financial Services and Sales Leadership team by maintaining effective working relationships and communication with all parties. To ensure the area is properly staffed to support a seven day a week operation including holiday coverage. They will be required to enter contracts and will notarize documentation for purchasers during the closing process. They ensure the daily operations of the office follow Payment Card Industry Guidelines (PCI), Customer Information Security (CISP), financial business rules, department policies and procedures. Monitors the workflow to ensure they are providing adequate service levels to the sales teams. When new initiatives are rolled out, they are responsible to ensure both the production teams and sales partners have a clear understanding of the rules and provide guidance/support as required.


  • Manages the preparation of credit reports, escrow deposit funds, information entry within the system, and audit processes to assist with preparing the mortgage closing documentation for the purchase of a Vacation Ownership Interval or an Access package purchases. They ensure the flow of production documentation is smooth and to produce executable documentation with accuracy and efficiency per department standards. Communicate/escalate issues with Senior Leadership and/or corporate teams as necessary. Ensure the end of day deposits are properly posted, transmitted and noted on the end of day transmittals forwarded to Escrow agent and Mortgage Operations.
  • Ensures compliance with all legal and financial compliance demands to include but not limited to: Payment Card Industry Guidelines (PCI) Customer Information Security Guidelines (CIS) and Legal addendum requirements and that the finance business rules are adhered for contracts produced.
  • Manages business relationships with sales team by providing daily support on day to day questions associated with business rules/procedures. Works closely with the sales leadership on evaluating requests on business rules/procedure and make recommendations to the sales leadership prior to requesting exceptions. Supports Sales initiatives and effectively communicates with the Sales organization. When exceptions are required must ensure they have obtained the appropriate approvals from senior sales leadership and/or the financial leadership team.
  • Ensures adequate supplies on hand to complete job functions, ordering of Condominium documentation to provide to purchaser(s) at the time of purchase and/or making copies of amendments. Serves as a backup for contract entry production.
  • Manages the coordination of the roll out of information and/or new procedures. Ensure training for associates occurs as necessary. Responsible for leading, developing, evaluating and coaching their associate’s performance. Responsible for the preparation and presenting of performance reviews with associates and/or documentation for performance issues. Provide guidance and support to Sales and associates related to area of responsibility.
  • Manages all aspects of the contract production office to ensure contracts are accurately and timely produced. Provide high service levels to sales teams and leadership while ensuring we follow business rules/procedures/policies. Support cross functional training and department initiatives. Initiate/attend department meetings and company functions. Maintain effective working relationships with multiple disciplines throughout the organization. Provide feedback on business rules, attendance policy, etc. Recommendation and support of the Reward and Recognition programs. Support senior management initiatives as directed.


  • Leadership/ Supervisory role (3 – 5 years preferred)
  • Timeshare/cashier/balancing experience (3 – 5 years preferred)
  • Contract production experience

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