Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
Duties and Responsibilities
Performs gap analysis for Hyatt BEYOND using multiple systems reports and portal for daily, weekly and monthly reconciliation.
Cross verifies Interval Options worksheets submitted by agents, for accuracy of information.
Handles all emails for credit card declines and follows up with members for alternate FOP
Makes manual updates to FOP as required.
Handles resort declines and verification issues - Contacts member to advise.
Provides support to front-line agents and management team with Interval Options/Hyatt BEYOND question and related issues.
Revises upcoming payments.
Contacts vendors in reference to any issues with payment.
Provides support to Travel Customer Service with incoming call volume.
Works closely with Invoicing Team regarding any Interval Options additional services charges.
Add-ons - Invoice additional changes that affect final pricing, and email an updated invoice to member.
Handles any Interval Options changes, cancellations and rebooks.
Cancellations/Adjustments - process cancellation and or adjustments by issuing a report to Travel Finance, and re-invoicing when applicable.
Prepares CSR (Customer Service Refund) forms
Works closely with Travel Finance to verify payables due to vendors
Reviews Interval Options pending verification report; provides data to Travel Management for agents to follow-up or completes the process in the absence of an agent or time constrains.
Update Business Objects report with cancellations
Provides Updated Business Objects report to Operations Research for agent incentive
Reviews updates and submits Payable reports to Travel Finance by set deadline
responsible for answering calls from member inquiring more details on the Interval Options
Provides excellent customer service as well as educates member on our Interval Options processes and available options
Responsible for answering emails from customers with inquiries on additional details on Interval Options.
resolves Customer Service issues at a Supervisory authority level
Analyses problems giving careful attention to cost implications of compensation, and reaches an independent decision for resolution
Open Jira's and review and research technology challenges
Reaches decisions on resolutions by analyzing the issue at hand and leveraging II and Vendors T&C.
Reaches decisions by leveraging agency status and relations with vendors.
Interacts with related department to complete complex verification issues and/or day to day processes (MARS, Sunset Finance and Travel Finance,).
Creates and follows-up on CTS for any Interval Options related customer service issue
Act as a liaison with Resort representations on sensitive verification challenges, with the goal of satisfactory member experience.
Provides technical assistance to both internal staff and members on completing an Interval Option transaction.
Maintains an in-depth knowledge of all travel products offered by Interval in order to explain product benefits to customers in ways that addresses their problems
Communicates the need for a corporate card payment to management to avoid cancellations and increase in price.
Monitor the fluctuation of the week/points value during the verification process.
Monitors the fluctuation of the cruise rates and updates working systems and files as well as Finance with necessary adjustments and refunds.
Acts as a liaison between travel department and our Vendors.
Review and maintain Interval Options invoicing queue - for resending updated invoices to members.
managing Option 10k; interaction with member and system updates
update after verification process increases the supplemental fee
update with subsequent payments and changes made directly with cruise line, before updated email is sent.
handle system alert of discrepancy in final payment due amount
Interaction with international offices to complete Interval Options transactions
Uses option 10003 to update credit card
Knowledge, abilities and skills
Must possess a minimum of one year of previous Exchange and Travel industry (cruises and tours) experience.
Must be able to run reports in travcom, revelex-
Use external reports to review product flow gaps and create excel document to showcase final details.
Must have a minimum of one-year experience of Amadeus application.
Must be computer literate and possess basic knowledge of Windows, Excel and Word.
Must be extremely detailed oriented and possess excellent organizational skills.
Must be able to manage time and meet deadlines
Must be able to communicate effectively, both orally and in writing.
Must be able to comply to work in a flexible schedule.
Must possess excellent customer service skills.
Must be able to work weekends, rotating shifts, Holidays and overtime, as needed
Must be able to handle multi tasks.
Must be able to work well under pressure.
Must be able to work independently, with minimal supervision.
