Risk Investigator, Loyalty Program

Roles & Responsibilities

POSITION SUMMARY

This role is part of the broader Loyalty Program Risk team tasked with ensuring the integrity of the Loyalty program and reputation of our Hotel brands. Daily tasks include the detection, investigation, monitoring, and remediation of internal and external Loyalty program abuse. Candidate can manage end-to-end ownership of complex and ambiguous cases with limited leadership oversight. This role partners in the identification of process enhancements and protocol changes to ensure effective risk targeted efforts and adherence to controls. Direct interaction with customers via email and/or phone and active partnership with teams worldwide across various Marriott disciplines (Internal Audit, Legal, Risk Management, CEC Operations, Finance, IT, Regional teams) is required.

NOTE: This position may require Saturday or Sunday as a workday due to the nature of the business needs.

EXPECTED CONTRIBUTIONS

• Review and investigate unusual activities identified through multiple channels. Recommend account treatment accordingly based on the conclusion of investigation.
• Follow investigation protocols to identify linked accounts and full scope of activity along with use case. Investigations may include less than perfect information and use cases are dynamic so candidate must be comfortable working independently in constantly evolving environment.
• 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.
• Pro-active 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 pro-active 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, including Explore rate abuse. Identify, research, document and resolve abuse situations working closely with Internal Investigations, HR 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 and process enhancement.
• Learn and maintain expertise in systems required for incident research.
• Manage member inquiries and ensure carry-through 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 an equivalent of 6 years relevant work experience.
• A minimum of 2+ 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 Hotel-level 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, open-mind 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.

Tell employers what skills you have

Internal Investigations
Microsoft Office
Remediation
Strong Attention To Detail
Trend
Treatment
Critical Thinking
Customer Engagement
Investigation
Risk Management
Protocol
Written Communications
Accounting
Fraud
Diplomacy
Audit

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