Analyst, Member Experience Special Investigations

AAA Club Alliance•Wilmington, DE

7h•Hybrid

About The Position

AAA Club Alliance is hiring for a Member Experience Analyst to join our Special Investigations team! This role involves working in conjunction with the Automotive Services Data Analysis team to determine populations of Memberships to explore for further investigation. The analyst will use leads generated from front-line Associates to evaluate for potential misuse and determine the need for further investigations. The position requires conducting timely, thorough, and professional investigations to determine misuse and/or heavy use of Emergency Roadside Assistance benefits in accordance with Special Investigation Unit (SIU) Standards and Procedures and in compliance with all applicable Federal, state, and local laws. The analyst will establish appropriate recommendations related to investigation outcomes, prepare case reports, and maintain accurate records. This role also involves preparing detailed notes for the Membership Review Committee (MRC) and following established processes for Memberships recommended for expulsion. Handling fraud alerts daily, identifying valid cases, reviewing and preparing reports, and closing out invalid cases are key responsibilities. The analyst will enter daily suppression requests into case management, analyze requests, and approve or deny Memberships. Writing and preparing SIU Analyst letters, composing correspondence letters, education letters, and final letters (including reinstatements or expulsions) are also part of the role. The analyst will review and complete Member Response Reviews (Appeals), and provide feedback on new processes, enhancements, procedures, and methodologies. Communication with outside facilities and other business lines regarding policies and procedures is essential. The analyst must achieve departmental and organizational missions without violating privacy laws or unfair investigative practices acts. Coordination of investigation efforts with appropriate staff and other relevant persons is required to ensure legal and procedural requirements are met. Effective use of computer systems for tracking, information gathering, documenting, troubleshooting, and resolving cases is necessary. Tracking and reporting case turn-around time and following up when requirements are not met is also a responsibility. Ensuring all documentation and case files are updated and maintained securely is crucial. The analyst will assist the Supervisor in providing information and assistance relative to possible criminal or fraudulent activity to Legal, Internal Audit, or others as appropriate. Interpreting and explaining policies to peers and/or members and providing feedback to the Supervisor regarding trends associated with misuse of Roadside Assistance benefits are also expected. Other duties as assigned.

Requirements

High school diploma or equivalent required.
Minimum 3 years of related experience required.
Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, Access, Internet, and working knowledge of other software systems and search engines) with the demonstrated ability to find and utilize existing or new public or proprietary data sources to achieve position goals.
Demonstrated commitment to providing excellent customer service.
Ability to perform multiple tasks in fast paced environment.
Strong problem solving, analytical and critical thinking skills.
Ability to handle sensitive matters in a professional manner.
Ability to analyze and make effective evaluations while following a plan of action.
Ability to effectively handle and maintain confidential matters and information.
Ability to maintain a proactive approach to assignments and multi-task oriented.
Possesses exceptional creativity with ability to prioritize and organize work to meet deadline.
Excellent communication skills with ability to communicate clearly, concisely, tactfully, and effectively.
Ability to establish and maintain effective working relationships with co-workers, customers, and representatives of other departments.

Nice To Haves

Associate’s degree preferred.
AAA, Membership, and/or Emergency Roadside Assistance experience strongly preferred.
Experience with investigative report writing, interviewing, strategizing and question formulation preferred.
Experience working in an environment with both individual and team goals.

Responsibilities

Work in conjunction with the Automotive Services Data Analysis team to determine population of Memberships to explore for further investigation.
Use leads generated from front line Associates to evaluate for potential misuse and determines the need for further investigations.
Conduct timely, thorough and professional investigations to determine misuse and/or heavy use of the Emergency Roadside Assistance benefits as outlined in the Membership benefit guidelines in accordance with Special Investigation Unit (SIU) Standards and Procedures and in compliance with all applicable Federal, state, and local laws.
Establish appropriate recommendations related to investigation outcomes.
Prepare case reports and keeps accurate records on investigation outcomes.
Prepare detailed notes for the Membership Review Committee (MRC) and follow established processes for each Membership recommended for expulsion.
Handle fraud alerts daily, identify valid cases, review and prepare reports, and close out invalid cases.
Enter list of daily suppression requests into case management, analyze requests and approve or deny Membership.
Write and prepare SIU Analyst letters; electronically send to mail room to be sent out.
Compose correspondence letters, education letters, and final letters which include reinstatements or expulsions/other as determined by vote or Member Response Review and provide duplicate letter requests as needed.
Review and complete Member Response Reviews (Appeals).
Review, participate in pilots, and provide feedback on new processes, process enhancements, procedures, and methodologies to improve efficiencies.
Communicate with outside facilities and other business lines regarding policies, procedures, etc.
Achieve departmental and organizational missions without violating privacy laws or unfair investigative practices acts.
Coordinate investigation efforts with appropriate staff (Call Receiving, Dispatch, Contractor Network, Fleet, Payments and Analysis, Process Improvement, Business Ops, etc.) and other persons relevant to the investigation to ensure that appropriate legal and procedural requirements are completed in a timely manner.
Effectively use computer systems for tracking, information gathering and documenting, troubleshooting and resolving cases.
Track and report case turn-around time and follows up with the plan, when this requirement is not met.
Ensure all documentation and case files are updated and maintained in a secure location.
Assist Supervisor in providing information and assistance relative to possible criminal or fraudulent activity to Legal, Internal Audit, or others as appropriate for further investigation in a clear and concise format.
Interpret and explain policies to peers and/or members as needed.
Provide feedback to Supervisor relative to trends identified as common characteristics associated with misuse of Roadside Assistance benefits.
Perform other duties as assigned.

Benefits

Competitive salary
Annual Merit Increase Eligibility
Hybrid schedule (3 days on-site weekly)
Comprehensive health benefits package
Generous accrued paid time off (PTO) + 8 holidays
401(K) plan with company match up to 7%
Professional development opportunities and tuition reimbursement
Paid time off to volunteer & company-sponsored volunteer events throughout the year
Free AAA Membership
Health & Wellness Program
Health Concierge Service
Life Insurance
Short Term/Long Term Disability
Medical, Dental, and Vision plan options
Up to 2 weeks Paid parental leave
2+ weeks of PTO within your first year
Paid company holidays
Company provided volunteer opportunities + 1 volunteer day per year
Continual learning reimbursement up to $5,250 per year