Audit Account Specialist - Hybrid AZ

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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.

Essential Duties and 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.

Education and Experience:

  • Minimum qualifications include a high school diploma and at least two years of customer service experience.
  • Experience in investigations desired but not required.
  • Ability to work independently on investigations.

Required Knowledge and Skills:

  • 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.

Other Requirements:

This is a hybrid position, requiring onsite presence Mondays, Wednesdays and Fridays at our Headquarters, with the option to work remote on Tuesdays and Thursdays.  This hybrid model fosters intentional collaboration, teamwork, connection, and productivity, while still providing flexibility and work life balance.  The office address is 6201 N 24th Parkway, Phoenix, AZ 85016.

This position is not eligible for immigration sponsorship. 

Benefits Summary for Full-Time Employees  

· 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 

Equal Employment Opportunity

BWH Hotels (the "Company") maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard to race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQIA+ individuals, height, weight, pregnancy status, childbirth or related medical conditions, genetic information, uniformed service or veteran status, marital status, or any other characteristic protected by applicable federal, state, provincial, or local laws. The Company’s equal employment opportunity policy applies to all aspects of employment with the Company, including, but not limited to, hiring, promotion, transfer, benefits, discipline, and termination.