Audit Account Specialist - Hybrid AZ

Best Western International • Phoenix, AZ

8d • Hybrid

About The Position

Join BWH Hotels – Where Passion Meets Purpose At BWH® Hotels, we don't just offer employment opportunities, we create opportunities to be part of something extraordinary. As a global leader in hospitality for nearly 80 years, our vision is to inspire travel through unique experiences. Joining our corporate team means becoming part of a dynamic and inclusive community that values innovation, collaboration, and making a meaningful impact in the travel industry. Headquartered in Phoenix, Arizona, BWH Hotels boasts a powerful portfolio of 18 brands, including WorldHotels™, Best Western® Hotels & Resorts, and SureStay Hotels®, with approximately 4,300 hotels in over 100 countries. We take pride in our top-ranking employee engagement scores and foster a workplace culture where your contributions truly matter. Join us and be part of a team that's shaping the future of hospitality!

Requirements

• Minimum qualifications include a high school diploma and at least two years of customer service experience.
• Ability to work independently on investigations.
• Knowledge of Microsoft Office products (Word, Excel).
• Knowledge of general business operations and organizational workflows.
• Excellent written, communication, presentation, and computer skills.
• Ability to resolve and applies experience to both routine and moderately complex problems.
• Clear and concise documentation of account investigations.
• Demonstrate familiarity with AI-driven tools and technologies.
• Ability to lead, mentor, and advise team members.

Nice To Haves

• Experience in investigations desired but not required.

Responsibilities

• Conducts detailed reviews and analysis of point transactions and account activity of the Loyalty Program (BWR Rewards) to identify potential instances of fraud, unauthorized access, or irregularities.
• Utilizes investigative techniques and internal controls to ensure compliance with organizational policies and regulatory standards.
• Responds to internal and external inquiries regarding account activities and disputed transactions.
• Investigates and analyzes BWR account activities to detect fraud and mitigates potential losses.
• Resolves routine fraud cases, including processing refunds, restricting accounts, or escalating complex issues as needed for further investigation.
• Take inbound calls from BWR members and/or member hotels.
• Conduct outbound calls as needed for account investigations.
• Maintains comprehensive case files and collaborates with member hotels, and/or other stakeholders as needed.
• Operates under general supervision, handling moderately complex issues and referring advanced cases to senior staff.
• Handle special projects as they occur.
• May provide guidance, coaching, or mentorship to junior team members.

Benefits

• Medical/Dental/Vision available day one
• Vacation/Sick- accruals start day one
• Paid company holidays and personal holidays to celebrate what’s important to you
• 401K - company contribution and match (U.S.)
• Registered Retirement Savings Plan (RRSP) – company contribution and match (Canada)
• Employee discounts/hotel discounts
• Free financial and health wellness programs
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED