Hybrid Document Management Specialist (Bilingual)

Westgate Resorts is seeking a Document Management Phone Specialist to join our team in Ocoee, FL. This full‑time, hybrid position pays $18–$19 per hour and requires working on‑site for the first 90 days. We are hiring immediately. This role is ideal for a bilingual (Spanish/English) professional with strong customer service, call handling, and documentation skills who enjoys helping Owners and resolving inquiries accurately and efficiently.

In this role, you will support Westgate Owners by answering inbound calls, reviewing documents for accuracy, updating records in our systems, and ensuring all paperwork is processed correctly. You will interact directly with Owners, Sales, Quality Assurance, and multiple internal teams to ensure documents are complete, compliant, and processed in a timely manner.

Success in this role requires professionalism on the phone, strong attention to detail, the ability to multitask between screens and systems, and comfort working in a structured, fast‑paced environment. Bilingual Spanish candidates excel in this position due to high Spanish‑speaking call volume. If you are organized, customer‑focused, and thrive in a team setting, this is an excellent opportunity to grow within the Westgate Owner Services organization.

What You Will Do:

• Answer inbound phone calls and support Westgate Owners with document‑related inquiries
• Review, verify, and process ownership documents for accuracy and completeness
• Update Owner information and document details in internal systems
• Communicate professionally with Owners and internal departments
• Follow documentation standards, compliance guidelines, and processing timelines
• Perform data entry, filing, scanning, and electronic record management
• Provide clear explanations of processes and next steps to Owners
• Support team members with projects and additional tasks as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You Will Bring:

• Required:
  • Bilingual Spanish/English required
  • 2+ years of customer service, document management, banking, timeshare, or related experience
  • Strong phone etiquette and communication skills
  • High accuracy when reviewing handwritten and digital documents
  • Ability to multitask across multiple systems and screens
  • Proficiency in Microsoft Outlook, Excel, and Adobe Acrobat
  • Ability to troubleshoot minor computer issues independently
  • Comfort operating a computer, phone, calculator, and office equipment
  • Ability to sit at a desk for extended periods
  • High attention to detail and follow‑up skills
• Preferred:
  • Fluency in Portuguese (plus)
  • Westgate experience
  • Contact center experience

Work Environment & Scheduling

• On‑site for the first 90 days, then hybrid (3 days at home, 2 days on site)
• Six (6) weeks of paid onsite training
• Training schedule: Monday–Friday, 9:00 AM–5:30 PM for first three weeks
• Post‑training schedule: Mon–Thu 10:30 AM–7:00 PM & Fri 9:30 AM–6:00 PM
• Must be able to make/receive calls, maintain high‑speed internet at home, and work in a distraction‑free workspace when remote
• Must be able to commute to the Ocoee office

Why Westgate?  

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.