Executive/Sr. Executive - Collections (International Process)

Title: Executive/ Sr. Executive - Collection (International Process)

Location : Gurgaon

Who We Are:

Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centers, Fareportal has built strong industry partnerships providing customers access to over 600 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries.

Fareportal is one of the leading sellers of airline tickets in the United States. We are a progressive company that leverages technology and expertise to deliver optimal solutions for our suppliers, customers, and partners.

FAREPORTAL HIGHLIGHTS:

• Fareportal is the number 1 privately held online travel company in flight volume.
• Fareportal partners with over 600 airlines, 1 million lodgings, and hundreds of car rental companies worldwide.
• 2019 annual sales exceeded $5 billion.
• Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites.

Fareportal, with its global workforce of over 2,600 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City.

Roles and Responsibilities/JD:

Chargeback Recovery & Customer Communication:

Recover outstanding amounts from customers who have initiated chargebacks for services purchased through the company.

Work on assigned cases by reaching out to customers via phone and email, ensuring prompt and effective resolution.

Document all interactions by updating the TMS system and maintaining the daily PR sheet for Airline CB, CB Notification, and Merchant CB transactions.

Follow up on cases at regular intervals until the case is fully resolved.

Adhere to Fair Debt Collection Practices Act (FDCPA) guidelines, ensuring compliance in all collection activities.

Case Management & System Updates:

Ensure TMS is updated accurately, selecting the correct options, and closing cases once the chargeback is recovered (marked as "Memo Paid" for airline chargebacks and "Lost" for merchant chargebacks).

Minimize financial losses by enhancing recovery efforts and proactively addressing chargeback disputes.

Initiate customer contact via calls and emails, and if unresponsive, escalate by issuing legal notices.

Maintain comprehensive records in TMS, including summaries of customer interactions and all recovery attempts.

Upload relevant supporting documents such as medical records, new tickets, checks, money orders, and email communications for documentation and reference.

Escalation & Compliance Management:

Identify and escalate cases where customers threaten legal action, Attorney General complaints, or lawsuits, immediately notifying the Supervisor, Team Leader, or Manager for review.

Ensure legal notices are not sent in cases of internal errors by conducting thorough research, including monitoring call recordings when necessary.

Reporting & Cross-Department Coordination:

Prepare and maintain daily reports, including the Recovery Report, to track case progress and outcomes.

Send cases for Credit Card Verification (CCV) and collaborate with internal departments based on the case requirements for effective resolution.

Required Skills:

• Prior knowledge of Collection.
• Proficient in using MS Office Applications.
• Working knowledge of GDS preferred but not mandatory
• Good hands on multiple tools/applications
• neutral accent to communicate.

Qualifications

• 1-3 years in Collection industry with comprehensive knowledge of standard policies
• Chargeback background preferred.
• Travel industry background preferred
• Good communication skills in English

Job Competencies:

• Team player
• Good command in English for both verbal and email communication with Client
• Good Team player
• Flexible in working in shifts
• Ability to work under pressure and adhere to time constraints
• Practical thinking and seeing potential problems