Member Services Representative — New Member Onboarding & Rescission Management

Responsibilities

• Conduct new member welcome calls within 48 hours of purchase: introduce yourself, confirm the member's contact details, answer any questions that have arisen since the presentation, and begin building a personal service relationship
• Manage the rescission period proactively: Mexican consumer protection law provides a minimum 5-business-day rescission window after purchase — the Member Services representative's role during this window is to keep the member engaged, informed, and enthusiastic about the decision rather than letting doubt accumulate
• Identify at-risk rescissions before they happen: members who don't answer welcome calls, who ask detailed questions about the cancellation process, or who mention concerns their spouse raised after the tour are potential rescission cases — flag and prioritize immediate personal contact
• Process membership activations: confirm financing arrangements, collect any documentation required, and ensure the member's account is fully set up and usable within one week of purchase
• Coordinate first reservation for new members: offering to help book the member's first stay at the club within the first month dramatically increases long-term member engagement — members who use their membership in the first year retain at significantly higher rates
• Maintain member records in the CRM with complete interaction logs

Requirements

• Hospitality service orientation — Member Services is a service role, not a secondary sales role; members who feel they're being sold to by Member Services lose trust quickly
• Emotional intelligence for managing members who are experiencing doubt or buyer's remorse post-purchase
• Organized, reliable communication discipline — the welcome call that doesn't happen because the representative forgot is a rescission that could have been saved
• Spanish and English bilingual — Cancún's member base is predominantly English-speaking North American
• CRM data discipline

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Fixed monthly salary + below-threshold rescission bonus
• Resort dining access during shift
• Career track to Member Services Supervisor or VIP Member Relations

Work environment

Member Services call center and in-resort contact environment in Cancún. High-volume new member onboarding and rescission management across a large vacation club portfolio.

About the role

The welcome call that saves a rescission is not a second sales call. It's a moment when a member who went home to their room and Googled "timeshare cancellation" gets a human voice on the phone — someone who knows their name, remembers what they said about their children and their travel plans, and asks how they're feeling about the decision. That human moment is what changes the outcome, not a renegotiated commission structure.