FLEX Coordinator, HVMB Operations & Quality

Marriott•Bethesda, MD

3d•Hybrid

About The Position

The FLEX Global Operations Coordinator, HVMB Operations & Quality will support the global operations team in customer and partner support, ensuring that the highest levels of hospitality and service are provided. The role will primarily support fraud detection efforts and chargeback management. This associate will serve as the liaison between home management company partners, customer care, Loyalty Program Risk, Loyalty Support Services and Accenture Hospitality Services for chargeback documentation support and response. In addition, the Global Operations Coordinator will be the primary point of contact for partner system access and maintenance. They will also assist the finance team with inquiries that require operational action or input support.

Requirements

High school diploma or GED and 4 years’ experience in the business, sales and marketing, management operations, or related professional area OR 4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management
Demonstrated ability to deliver results in a fast-paced environment with competing priorities and deadlines
Demonstrated ability to work independently without direct supervision
Attention to detail and highly organized
Demonstrated ability to analyze large sets of data sets, interpret complex data sets such as identifying patterns and trends, and creating detailed reports to inform decision making
Peoplesoft AP experience

Responsibilities

Manages the fraud workflows related to Accertify, Ekata, Loyalty Program Risk and Bonvoy points fraud review.
Support chargeback management processes and workflows to include obtaining documentation, uploading chargeback response support, chargeback classification and provide reporting and analytics on chargeback trends.
Resolve EID access related issues for current partners to include provisioning, password reset and EID audit support.
Review and follow up to weekly Personal Identifiable Information requests from Marriott International Data Services team.
Set up vendors for customers and process payments related to relocation stipends and refund processing errors on a weekly basis through Peoplesoft AP system.
Create and send correspondence and payment processing links to guests for system related payment issues.
Assist with research and resolve of financial operations inquiries and provide follow up as needed to inquiring parties.
Implement and maintain HVMB Fraud playbook.
Support Tier 2 Customer Care as needed for high case volume.
Monitor and respond/redirect questions generated by our partners through HVMB Trainer mailbox.
Informs, updates, and provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person in a timely manner.
Attends and participates in all relevant meetings.
Presents ideas, expectations and information in a concise, organized manner, to include internal team report outs and global partner trainings.
Uses problem solving methodology for decision making and follow up.
Maintains positive working relations with internal customers and department managers.
Manages time effectively and conducts activities in an organized manner.
Performs other reasonable duties as assigned by manager.