Business Relations Coordinator

Location: Nevada

Position Summary This position will report to the Financial Services Director and is responsible for providing support to the Member Services Administration (MSA) department. The incumbent will manage and assist the company and clients with escalated customer complaint issues. You will be tasked with authoring tailored feedback in response to Better Business Bureau grievances filed against the company. You will also draft written responses to a broader range of consumer complaints and regulatory referrals, including matters received from the California Department of Financial Protection and Innovation (DFPI), the Consumer Financial Protection Bureau (CFPB), and directly from consumers, working closely with the Compliance function to ensure every response meets required regulatory time frames and complies with applicable consumer protection standards.

The position will also be responsible for performing a broad range of administrative and corporate governance tasks, under the direction of the Chief Financial Officer. This is a unique entry-level opportunity to learn about the Financial Services industry with a billion-dollar company in the vacation ownership space.

Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Administrative Duties
• Manage legal queue in Bitrix to ensure member issues are processed in a timely manner.
• Compose, draft, and send routine correspondence to members, regulatory bodies (DFPI, CFPB, BBB), and attorneys.
• Review and route incoming correspondence.
• File correspondence and legal documents in electronic office filing system.
• Prepare monthly reports for clients detailing the status of outstanding and unresolved member actions including bankruptcies, scams, frequent-flyer attorney contacts, and other attorney requests.+ Draft written responses to consumer complaints and regulatory referrals received through all channels, including phone escalations, email, consumer portal, written correspondence, and regulatory referrals from the DFPI, CFPB, and BBB, ensuring each response satisfies applicable consumer protection requirements and is issued within required regulatory time frames.+

Coordinate with the Compliance Coordinator (Complaints and Disputes) on complaint intake, fact-gathering, and response drafting for matters assigned to or escalated to the Compliance function.+ Ensure that all written consumer responses comply with the Consumer Communication Content Standard, including correct licensee identity, required disclosures, and prohibited-content restrictions.

Documentation Accountabilities
• Review, control and respond to various legal-related member service issues and member attorney's correspondence as requested by clients.
• Research/review bankruptcies on PACER and flag timeshare accounts in accordance with bankruptcy laws.
• Organize, prepare, and keep current all corporate governance documents such as initial and amended articles of incorporation and dissolution paperwork.
• Prepare and keep current legal department standard operating procedure manuals (SOP's).
• Track, prepare, and oversee filings for all company-wide required licenses and permits, including those required for tax, fictitious business names, business licenses, entity, and airline/hospitality industries in multiple states.
• Works with Chief Financial Officer regarding escalated responses and quarterly/annually filings on legal issues.+ Track complaint and regulatory response service-level timelines across all channels and escalate any response at risk of missing a regulatory deadline to the Compliance Coordinator and the Financial Services Director.+ Maintain complaint response files in audit-ready condition to support DFPI examinations, CFPB inquiries, BBB response records, and internal audit requests.+

Support the Compliance function with periodic complaint summary reporting, providing response volumes, categorizations, and timeline metrics as requested.

Other Duties This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to…