Risk Investigator, Loyalty Program

1 week ago

Singapore STARWOOD ASIA PACIFIC HOTELS & RESORTS PTE. LTD. Full time

***

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.
- 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.

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