With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
The Hilton Honors Fraud Team is seeking a Fraud Analyst that will contribute to the ongoing development, implementation, and integration of fraud prevention response program in Shanghai, China. The Fraud Analyst will be investigating allegations of fraudulent activity, program non-compliance and suspicious activity reported by our hotels, guest and internal contacts to ensure the integrity of our loyalty program. The role which is based in Shanghai office, will also provide general support to stakeholders to implement mitigating controls to protect our loyalty program against adverse activity.
What will I be doing?
As the Fraud Analyst, you will be responsible for performing the following tasks to the highest standards:
- 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 stakeholders to coordinate efforts to meet corporate goals.
- Educate and advise management and process owners on processes, procedures and norms.
- Build solid working relationships and partnering closely with various stakeholders to include our Hotels, Honors, Safety & Security, Operations, Reservation and Customer Care teams.
- Possess strong business sense, excellent communication skills, attention to detail, and an innate desire to grow professionally are keys to success in this challenging position.
Essential Functions
Investigations (50%)
- Investigate account activity to ensure compliance with our program terms and conditions.
- Utilize resources to compile and provide data to support a thorough investigation.
- Communicate with guests, hotels and internal contacts on the resolution of the allegations.
Partnership (25%)
- Interact with various stakeholders, at multiple levels, to include guests, hotels and internal contacts to further our program mitigation controls.
- Assist management with responses to escalate cases and concerns from hotels and internal contacts.
Reporting and Documentation (15%)
- Document findings in various systems with minimal grammatical errors.
- Synchronize your findings into a short, concise and error-free report for various stakeholders.
Continuous Improvement (10%)
- Participate in the develop and execute action plans that improve guest experience, increase quality and reduce fraudulent activity.
Supportive Functions
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company:
- Various ad-hoc projects for Honors Fraud Prevention leadership and / or regional management.
- Partner with co-sourced resources to further our fraud response posture.
- Educate, train, and advise corporate, hotel staff and management on processes and procedures.
- Build solid working relationships and partner closely with regional leadership and hotel management.
- Any and all other job duties as assigned.
What are we looking for?
A Fraud Analyst serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Proficient in writing, understanding and conversing in English and Mandarin.
- 3 years of work experience independently and in a team environment.
- Strong problem-solving skills.
- Strong work ethic with self-accountability for high-quality results.
- Positive attitude and perseverance in the face of challenges and / or changing circumstances.
- High-energy self-starter capable of completing a diverse workload within strict timelines.
- Absolute discretion and confidentiality regarding sensitive information.
- Highest standards of ethical conduct and integrity.
- Call Center fraud or investigations experience.
- Data mining and analytics experience.
- Ability to travel up to 5% including international destinations requiring a passport / visa.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- 2-4 years of reservation and customer care industry experience.
- Advanced Excel.
- Proficient in written and spoken foreign language other than English or Mandarin.
- Superior interpersonal and collaboration skills.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!