Senior Investigator, Loyalty Program Risk

2 weeks ago

Singapore Marriott International, Inc Full time

Job Number

Job Category Finance & Accounting

Location Singapore Regional Office, 2 Harbourfront Place #06-08, Singapore, Singapore, Singapore

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

***
EXPECTED CONTRIBUTIONS

  • Review and investigate unusual activities identified through multiple channels. Recommend account treatment accordingly based on the conclusion of investigation.
  • Effectively prioritize tasks and act promptly when an opportunity exists to prevent further loss to the Bonvoy program.
  • Identify key data and partner in the creation, review and update of risk targeted alert database reporting.
  • Proactive trend identification. Identify the root cause of fraudulent activities and provide recommendations to leadership reduce the same exposure again.
  • Review daily, weekly and/or monthly proactive alert reporting and exception items according to standard protocols. Secure accounts and contact members when suspicious activity is found.
  • Follow standard protocols around suspected associate abuse. Identify, research, document and resolve abuse situations working closely with Internal Investigations and Audit teams.
  • Document cases in tracking tools according to protocols. Document details such as points lost or recovered, exceptions, complex service issues and problems to ensure accurate guest history is kept
  • Partner with Customer Engagement Center teams, Hotels and Training teams to reinforce compliance and create awareness of fraud risks.
  • Assist with process documentation.
  • Learn and maintain expertise in systems required for incident research.
  • Manage member inquiries and ensure carrythrough to effective resolution
  • Prepare various forms, reports and summaries using

Microsoft Software:
Excel, Word and PowerPoint.

  • Assist with management and delivery of written communications to members regarding suspicious or incorrect point/mile/bonus earning activity
  • Act as a key resource to Loyalty Program and Customer Engagement Center teams for hotel issues and member resolution.

CANDIDATE PROFILE

  • BS/BA in accounting, finance or related field preferred; or a minimum of 6 years relevant work experience in a related field required. Loyalty Program experience strongly preferred.
  • Experience with Marriott Systems preferred
  • Effective verbal and impeccable written communication skills. The position requires correspondence both within and outside of the company such as Bonvoy redemption partners, Bonvoy members and Hotellevel personnel. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
  • Strong attention to detail, extremely organized and comfortable tackling an issue when presented with ambiguous information.
  • Ability to take initiative and accomplish assigned work and projects in a timely manner with a high level of quality, clarity and accuracy.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.
  • Maintain confidentiality of proprietary materials and information.
  • Protect the privacy and security of guests and coworkers.
  • Follow company and department policies and procedures.
  • Approach opportunities with a positive, openmind and displays creativity and innovation.
  • Demonstrate excellent problem solving and critical thinking skills
  • Leadership experience highly desirable
  • Proficient in Microsoft Office with an emphasis on Excel.
  • Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, peoplefirst culture. We are committed to nondiscrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._
  • Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

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