Customer Support Executive (Fraud)
India
Diagnosis and Response Team** Meet or exceed the predetermined service level agreement (SLA) to ensure efficient operational execution** Concurrently utilize multiple technology systems to investigate allegations of program non-compliance, fraud, and abuse.** Participate in the development, design, testing, and implementation of new processes, procedures, and system technology** Operate autonomously in ambiguous situations by identifying and prioritizing major issues and working with peers, leadership, and various partners to coordinate efforts to meet corporate goals.Investigations (60%)** Investigate account activity to ensure compliance with our program terms and conditions**Utilize resources to compile and provide data to support a detailed investigation** Connect with guest, hotels, and internal contacts on the resolution of the allegationsPartnership (15%)** Interact with various partners at multiple levels, including guests, hotels, and internal contacts, to foster our program mitigation controls** Assist management with responses to escalate cases and questionsReporting and Documentation (15%)**Document findings in various systems with minimal grammatical errors**Synchronize your findings into a short, concise, and accurate report for various partnersContinuous Improvement (10%)** Participate in the creation and execution of action plans that improve guest experience, increase quality and reduce fraudulent activity
