Loyalty Program Risk Investigator

Job description

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. 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.

Job Specific

§ Timely investigation and resolution of standard reported fraud incidents. Research to recover points and secure member accounts.

§ 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. Identify, research, document and resolve abuse situations working closely with Internal Investigations and Audit teams.

§ Inform other team members and leaders of findings and trends to aid in future pro-active mitigations and alert reporting.

§ 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.

§ 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, Access, Word and PowerPoint.

§ Assist with written communications to members regarding suspicious or incorrect point/mile/bonus earning activity

§ Act as a resource to Loyalty Program and Customer Engagement Center teams for hotel issues and member resolution.

Policies and Procedures

§ Support all co-workers and treat them with dignity and respect.

§ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

§ 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.

§ Perform other reasonable job duties as requested.

Desired profile

Qualifications :

Competencies

-Strong Knowledge of Marriott Rewards program and Marriott systems (at least 1 year related experience)

-Microsoft Office proficiency

-English language proficiency

-Good written and verbal communication skills

-Detail orientated

-Good decision making and time management skills

-Strong sense of integrity