About this role
- Chargeback and dispute lifecycle expertise: hands-on experience with card-network dispute rules (Visa/Mastercard reason codes, representment, pre-arbitration), submission deadlines, and compelling-evidence requirements.
- Fraud investigation and analytical judgment: ability to read transaction, device, and behavioral signals to distinguish true fraud from friendly fraud and service- or refund-related disputes, and to make defensible liability calls.
- Airline / travel domain knowledge: familiarity with PNRs, ticketing and fare rules, itinerary usage, refunds and credits, and GDS/PSS or payment-gateway data; a plus, not a must, if the candidate has strong payments background.
- Evidence building and documentation discipline: strong written communication, attention to detail, and the ability to assemble complete, audit-ready evidence packs and apply closure codes and policies consistently.
- High-volume operations and reporting mindset: comfort processing 100+ cases a day against SLAs, prioritizing queues, working in case-management tools and Excel/SQL, and tracking quality, recovery rates, and recurring dispute patterns.
Bachelor Degree in relevant field with 6-9 years of relevant experience; SQL, Excel