Member Support Manager - Claims & Disputes
Hotel Engine is the world’s largest Lodging Performance Network, established to create a richer, more rewarding business travel experience by connecting a global network of businesses and lodging partners. Our innovative travel-tech company is on an incredible growth trajectory and will continue to build on our strong foundations by bringing our customer obsession, data-driven problem-solving, and bias for action into every decision we make.
In December of 2021, we closed our series B funding round with a $1.3 billion valuation, and that’s just the beginning. We expect 2022 to be our best year yet.
Working hard behind the scenes building and supporting our platform are exceptional people–from our large engineering and product teams to our fast-growing sales, supplier, and member support orgs, to our data, marketing, and operations teams.
We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! We’re focused on finding the right people who are energized by our culture, with diverse experiences and backgrounds that will help us unlock our full potential. Complacency doesn’t live here. We’ve built a team of world-class people who really want to work with other world-class people. Click here to view our DNA, and if you like what you see, please, read on!
As a Manager of the Claims and Disputes department within the Member Support team, you will manage a growing team of individuals with varying tenure. We are looking for a positive people and process manager who is excited to motivate and engage our Claims and Disputes team while modeling our HotelEngine DNA. You are passionate about resolving issues and reconciling our books at the end of the day. This team of service minded employees also enjoys accounting mysteries – from uncovering random charges to negotiating with suppliers regarding billing disputes. Our company is quickly growing, and therefore, we are looking for an individual who wants to continually elevate the overall productivity, skills and development of our teammates while highlighting and implementing opportunities for efficiency gains.
Shift:
This position is Monday – Friday from 8 am – 5 pm, with one weekend a month as a manager on duty to support the Member Support department.
Here's what you'll do:
- Provide individual coaching and development for a team of 4 to 6 individuals. This includes 1 on 1 meetings, call reviews, developing and coaching hospitality and customer service skills, and assisting employees in achieving/exceeding monthly performance goals.
- Be a positive force on the team while exuding a “servant leader” mindset by both helping individuals win while accomplishing project implementation and management
- Conducts detailed reviews of the financial, management, and administrative procedures of assigned departments, suppliers, and various third parties to ensure that proper billing practices are followed
- Collaborate with our suppliers and internal teams to determine process effectiveness and resolve billing disputes
- Reconcile overcharges and miscellaneous discrepancies that come in via email and phone from our suppliers
- Be a sleuth – you have to investigate various anomalies in our billing department to see what happened and create a positive outcome
- Develop reports including review of findings, short and long term solution, and methods for improvement to process both internally and externally to resolve issues.
- Be meticulous about details. Our team requires accurate reporting and communication documentation to ensure positive resolutions, and therefore we require details notes on all interactions.
- Work with credit card companies in regards to credit card disputes by facilitating communication between parties
- Work across multiple online portals and can dexterously move between operating systems
- Reconcile our incidental program in working closely with accounting and our member experience department to help ensure correct billing was applied and balanced
Here's what we're looking for:
- 1+ years of leadership or management experience strongly preferred
- Excellent people leader utilizing relationship, coaching, and retention tools
- Experience with Excel, Call Center Analytics, and Salesforce.com (CRM) strongly preferred
- Naturally inclined to a solution-based approach for issue resolution
- You are a time management guru and can work through your day, week and month effectively.
- Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team
- Ability to handle sensitive matters on a confidential basis
- Able to work quickly and efficiently while still being thorough
- Excellent interpersonal skill with the ability to work professionally with persons at all levels.
- People and results-driven with a bias towards action
- Eager to learn and continue personal development for the team
- Experience working in the hospitality industry or the travel tech industry a plus!
Cash compensation:
- The total cash compensation for this role is $90,000-100,000/year. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.
Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.
As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:
- Competitive base salaries
- Annual performance bonuses
- Stock options for all associates + performance-based stock options
- Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance
- 401(k) plan with a match program
- Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
- Paid parental leave and family medical leave
- Hotel discounts through our exclusive platform
- The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.