FLEX Loyalty Program Risk Investigator

Salary Details

Salary Description: Competetive Salary Offered

Job Description For FLEX Loyalty Program Risk Investigator

This is a temporary position.

The role is part of the broader Loyalty Program Risk team tasked with ensuring the integrity of the Loyalty program and mitigating financial loss. Daily tasks include the detection, investigation, monitoring, and remediation of internal and external Loyalty program abuse. Candidate can manage end-to-end ownership of caseload with limited leadership oversight. Direct interaction with customers via email and/or phone and active partnership with teams worldwide across various Marriott disciplines (Internal Audit, Legal, Risk Management, Call Center 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. This position is eligible for remote work.

EXPECTED CONTRIBUTIONS

§ Timely investigation and resolution of reported fraud and abuse incidents. Research to understand issue, attempt to recover points and cure member accounts.

§ Review daily, weekly and/or monthly pro-active alert reporting and exception items according to standard protocols. Identify issue, key data elements and root cause, 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 Dept of Investigations, Hotels and Customer Engagement Centers.

§ Effectively prioritize tasks and act promptly when an opportunity exists to prevent further loss to the Bonvoy program.

§ Follow investigation protocols to identify all linked accounts and full scope of activity along with use case/root cause. Investigations may include less than perfect information and use cases are dynamic so candidate must be comfortable working independently in constantly evolving environment.

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

§ Accurately and independently 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.

§ Independently and accurately prepare various forms, reports and summaries using Microsoft Software: Excel and Word.

§ Assist with written communications to members regarding suspicious activity

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

CANDIDATE PROFILE

§ BS/BA in accounting, finance or related field preferred; or a minimum of 4 years relevant work experience in a related field required. Loyalty Program experience a plus.

§ Experience with Marriott Systems preferred

§ Effective verbal and 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.

§ Works autonomously yet uses effective business judgement to know when to escalate issues.

§ 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 problem solving and critical thinking skills

§ Proficient in Microsoft Office with an emphasis on Excel

The pay range for this position is $23.31 to $37.64 per hour.

Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually.

FLEX opportunities offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave, 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others.

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected. Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.

The application deadline for this position is 7 days after the date of this posting, January 29, 2025.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination 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. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.