Coordinator, Interval Options at Marriott Vacations Worldwide Corporation in Miami, Florida

Job Description:

Job Description

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.

Physical Requirements

• Sitting, standing, walking, manual dexterity (writing, typing, handling), operation of automated equipment (computer).

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture



Job Requirements

#US Interval Contact Center Apply Now