Travel Chargeback specialist
1 week ago
Job Description Job Title: Travel Chargeback Specialist Department: Operations Location: West Delhi Reports to: Chargeback Manager Position Summary The Travel Chargeback Specialist is responsible for managing and resolving chargeback and dispute cases related to travel transactions, including flights, hotels, car rentals, and vacation packages. This role ensures timely responses to disputes, maintains compliance with card network regulations, and minimizes financial losses due to chargebacks and fraud. Key Responsibilities - Monitor and manage all chargeback and dispute cases received from payment processors, banks, and card networks. - Investigate disputed transactions, gather supporting documentation (invoices, itineraries, proof of service, customer communications, etc.), and submit evidence in accordance with network rules (Visa, Mastercard, Amex, etc.). - Collaborate with customer service, finance, and travel operations teams to verify booking details and service delivery. - Identify root causes for disputes and recommend process improvements to reduce future chargebacks. - Maintain accurate records of chargeback activity and outcomes for reporting and audit purposes. - Track performance metrics such as win rates, response times, and dispute volumes. - Stay updated on industry best practices, payment regulations, and card network chargeback policies. - Support fraud monitoring efforts by analyzing trends and escalating suspicious cases. Qualifications & Skills Education: - Bachelor's degree in Finance, Accounting, Business Administration, or related field (preferred). Experience: - 13 years of experience in chargeback management, payments, or financial operations (experience in travel industry preferred). - Familiarity with travel booking systems (GDS such as Amadeus, Sabre, Galileo) and payment gateways. - Understanding of card network chargeback processes (Visa, Mastercard, Amex, Discover). Technical Skills: - Proficiency in Excel and financial reporting tools. - Experience with chargeback management platforms (e.g., Midigator, Ethoca, Verifi, Chargebacks911) is a plus. Soft Skills: - Strong analytical and problem-solving skills. - Excellent written and verbal communication. - Attention to detail and accuracy under deadlines. - Ability to work cross-functionally and manage multiple priorities. Key Performance Indicators (KPIs) - Chargeback win rate / recovery rate. - Average case resolution time. - Volume of chargebacks per transaction. - Accuracy of documentation and compliance.
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