Audit Account Specialist - Hybrid AZ

Best Western Hotels & Resorts • Phoenix, AZ

10d • 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! Job Purpose 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.

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

• 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