flex Loyalty Program Risk Investigator

Loyalty Program Risk Team Member

This is a temporary position. This 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, CEC Operations, Finance, IT, Regional teams) is required.

NOTE : This position will require Saturday or Sunday as a workday due to the nature of the business needs. This position is eligible for remote work.

Candidate Profile

Education and Experience Required 3 years of experience in customer service, operations, risk management, fraud mitigation or related field BS / BA in accounting, finance, or related field preferred; or equivalent experience

Preferred Loyalty Program experience a plus.

Experience with Marriott Systems preferred.

Core Work Activities

• Timely independent investigation and resolution of reported fraud and abuse incidents.
• Research to understand use case issue and drivers, attempt to recover points, fully document and secure 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 / scope, 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 and related partners.
• 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 with large range of use cases and possibilities.
• 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.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by 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.