Coordinator, Interval Options

Marriott Vacations Worldwide Job

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.
• 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…