Job Description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

POSITION SUMMARY:

The Compliance Analyst provides administrative and analytical support for compliance activities related to marketing packages and owner programs. The role manages Better Business Bureau (BBB) cases, research credit card disputes, processes approved owner package-campaign changes, and coordinates legal updates to Details of Participation, scripts, emails, and related communications.

Success requires disciplined independent casework and active participation in cross-functional review meetings. The analyst must organize a high volume of email, records, approvals, and deadlines while maintaining accuracy, confidentiality, professional communication, and clear audit trails.

ESSENTIAL DUTIES AND TASKS:

Complaint and Dispute Management

• Manage assigned BBB complaints from intake through response and closure; gather records, coordinate factual responses, document activity, and track all required deadlines.
• Research credit card disputes and chargebacks by reviewing transactions, package terms, system records, and customer interactions; compile supporting evidence and summarize findings for the appropriate stakeholders.

Owner Package Administration

• Process approved package campaign changes and corrections for owners in designated systems, following authorization requirements and established procedures.
• Validate requested changes, document the business reason and approval, confirm accurate completion, and resolve or escalate discrepancies promptly.

Legal and Content Coordination

• Coordinate updates to Details of Participation, compliance scripts, guest and owner emails, and other customer-facing communications in partnership with Legal and business owners.
• Participate in review meetings, capture decisions and action items, maintain version control, prepare edits for legal submission, and implement approved language across applicable channels.

Email, Workflow, and Records Management

• Monitor and organize high-volume individual and shared inboxes; prioritize work by urgency, customer impact, and legal or operational deadlines, and provide timely professional follow-up.
• Maintain accurate case files, trackers, approvals, correspondence, and audit-ready documentation while protecting confidential guest, owner, employee, and company information.

Collaboration and Continuous Improvement

• Work independently on administrative assignments and collaboratively with Legal, Marketing, Owner Services, Package Verification, Operations, and other partners to complete reviews and resolve issues.
• Identify recurring complaint, dispute, or content trends; recommend process improvements and communicate risks or unresolved items to management.

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities.

EDUCATION AND/OR EXPERIENCE

• High school diploma or GED equivalent required.
• Associate or bachelor's degree in business, legal studies, compliance, communications, or a related field preferred.
• Two or more years of experience in compliance administration, complaint resolution, customer relations, payment disputes, or a comparable administrative role preferred; hospitality or timeshare experience is a plus.

CERTIFICATES, LICENSES, REGISTRATIONS

Not applicable.

QUALIFICATIONS AND REQUIREMENTS

• Exceptional written and verbal communication skills, including professional email composition, editing, proofreading, and the ability to summarize complex information clearly.
• Demonstrated ability to manage a high-volume inbox, multiple cases, competing priorities, follow-ups, and deadline-sensitive work with minimal supervision.
• Strong research and analytical skills, with the ability to review records from multiple sources, identify inconsistencies, and develop accurate fact-based summaries.
• Excellent organization, attention to detail, documentation, file management, and version-control skills.
• Ability to work effectively both independently on detailed administrative tasks and collaboratively in meetings and cross-functional review groups.
• Sound judgment when handling confidential or sensitive information and the ability to recognize when an item requires management or Legal escalation.
• Proficiency in Microsoft Outlook, Word, Excel, Teams, and database or customer relationship management systems.
• Ability to learn new systems and processes quickly and adapt to changing legal, operational, and business requirements.
• Must be able to read, write, and speak English fluently; Spanish is a plus.

PHYSICAL DEMANDS

This position requires prolonged periods of sitting and working at a computer, frequent written and verbal communication, and the ability to lift up to 10 pounds.

WORKING CONDITIONS

Work is performed in an office, call center, or approved virtual environment. The role operates in a deadline-driven setting with frequent email communication, detailed administrative work, and recurring individual and group meetings. Confidential information must be handled discreetly.

WORK SCHEDULE/HOURS

The incumbent must be flexible to adjust to changing business priorities, meeting schedules, and time-sensitive cases. When working virtually, the team member is responsible for maintaining a reliable internet connection and an appropriate work environment.