Compliance Admin Support Agent in Orlando, FL at Holiday Inn Club Vacations

Date Posted: 6/20/2019

Job Snapshot

Job Description

Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships? We’re looking for people like this to join our friendly, engaged, professional team.

 

POSITION OVERVIEW:

 

The Compliance Admin Support agent will be responsible for administering and supporting various compliance activities under the direction of the Hospitality Ambassador Team Manager to ensure the Marketing Call Center’s compliance program and guest escalations processes are followed. This position will assist with case assignment and inbox monitoring and maintenance, case creation and correspondence, and assist with the research of elevated issues regarding mini-vacation packages. 

 

ESSENTIAL DUTIES AND TASKS:

  • HAT case assignment and inbox monitoring and maintenance. Support HAT with case creation, standard email replies to guests, research and call reviews.
  • Processing DNC requests. Placing/removing owners or guests on/from DNC list. Making sure all necessary systems are updated.
  • Assisting with Credit Card disputes; providing documentation to accounting department when requested.
  • Assisting with BBB Cases; providing necessary research requested by Legal; retrieve call recordings, process cancel/refund, provide email communications, posting points, etc.
  • Processing reward points submissions, conducting research and reviewing monthly audit report
  • Other compliance and HAT related tasks when needed

 

Job Requirements

QUALIFICATIONS:

  • Minimum two years administrative support experience preferably in a large call center environment       
  • Must have at least 3 yrs. of timeshare/hospitality marketing and/or Customer Service experience            
  • Must be proficient in Word, Excel and Excel Programs
  • Must be well organized and able to work under strict time constraints


ESSENTIAL FUNCTIONS:


  • Maintain an upbeat, positive, and motivated demeanor
  • Must have excellent written and verbal communication skills
  • Able to read/write/speak the English language, Spanish a plus
  • Able to work a variable schedule, including evenings and weekends, based on call center needs