Job Description

JOB SUMMARY

The Senior Specialist, Customer Resolution - Trust & Safety, is responsible for resolving customer concerns related to safety, claims, and relocations through the consistent application of established processes and service standards. This role requires a heightened level of customer service expertise, as interactions often involve sensitive, high‑impact situations that require empathy, professionalism, and sound judgment.

The Senior Specialist is expected to navigate complex customer needs with care and precision, balancing timely resolution, clear communication, and adherence to Trust & Safety protocols. This includes managing emotionally charged interactions, addressing customer concerns with discretion, and ensuring all actions align with risk, compliance, and brand standards. Operating within defined guidelines, the position plays a critical role in delivering thoughtful service recovery experiences that protect both the customer and the organization.

CANDIDATE PROFILE

Education and Experience

Required

• High school diploma/G.E.D. equivalent, secondary education, certificate, or local equivalent.

At least one-year of related work experience, preferably in a customer service or service recovery environment. No supervisory experience is required.

Preferred

• Customer service experience
• Experience reviewing customer interactions or feedback to identify emerging trends, recurring issues, or changes in customer sentiment.

CORE WORK ACTIVITIES

• Receive, review, document, and manage customer safety incidents, relocation requests, and claims from intake through closure.
• Investigate customer safety incidents and claims by gathering information, reviewing documentation, and coordinating with hotels and internal stakeholders.
• Document case activity, customer communications, and resolution outcomes within designated case management systems.
• Proactively communicate with customers regarding case status, information requests, resolution activities, and follow-up actions through approved communication channels.
• Coordinate with hotels, risk management teams, legal partners, claims administrators, and other stakeholders to support case resolution activities.
• Assess case information and route matters to appropriate stakeholders in accordance with established escalation procedures.
• Monitor open cases and complete follow-up activities required to support investigation, claims handling, relocation coordination, and case resolution.
• Review case data and customer feedback to identify recurring issues, trends, and opportunities for process improvement.
• Participate in team meetings, process reviews, and operational improvement initiatives to support enhancements to customer resolution practices.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.