Travel Chargeback specialist

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Position Summary

Travel Chargeback Specialist

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.