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Flex Staff Professional, Loyalty Program Risk
4 months ago
**Job Number** 24069949
**Job Category** Administrative
**Location** Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States VIEW ON MAP
**Schedule** Full-Time
**Located Remotely?** Y
**Relocation?** N
**Position Type** Management
***
This is a 12-month project role with potential for extension.
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.
- 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
Salary Range: $22.97 to$37.06
Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually.
- 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.
