[ITO] (Fraud) Chargeback Specialist - US

About the Role

Rocket Travel is looking for a Chargeback Specialist to join our Fraud team. It's a remote employment role. 

Rocket Travel is a place where you:

• Work with teammates across the globe who have a passion for finding solutions backed by data and strategy. 
• Take moonshots by going above and beyond to hit and exceed our goals as a team.
• Rise together by working collectively to elevate ourselves, supporting one another and catching each other when we fall. 
• Own decisions and take action that can be implemented in a matter of days (or hours).
• Get inspired and encouraged by vacationing faster, with an annual vacation stipend.
• Receive a competitive compensation package, including bonus, 401k with match, flexible vacation time, maternity and paternity benefits, health, and dental insurance.
• Total Compensation is based on experience - Salary: The starting point for this role is $62,000 Bonus: up to 15%
• Can have a flexible work schedule. We have great offices in Chicago’s West Loop and in NYC’s Empire State building, we have a hybrid team, and a flexible work environment
• Share your passion for travel with equally adventurous and spontaneous teammates. 
• Work within Booking Holdings (NASDAQ: BKNG) group of companies to create travel solutions that build customer loyalty through customized value propositions for partners around the world 

As a Chargeback Specialist at Rocket Travel, you will:

• Work closely with the Operations Manager and Chargeback Specialist to process incoming chargebacks from the payment processor to the merchant’s database.
• Investigate underlying cause of incoming chargebacks and prepare rebuttal documentation to send to the issuing bank per Visa, Mastercard, Discover, American Express, and PayPal regulations.
• Keep track of Chargeback results from the bank and update them as needed. Cross train and perform ad-hoc duties that may be required by other teams in the Revenue Protection department (fraud defense and/or accruals).
• Provide guidance to internal employees regarding chargeback issues or pending disputes.
• Responsible for daily monitoring of the chargeback inbox from multiple payment processors and ensuring responses to the bank are submitted in a timely manner.
• Occasional email communication with our customers regarding their disputes.
• Will work cross-functionally with other departments within the company to help monitor and maintain low chargeback volume and high recovery rates.

About You:

• Minimum High School education required.
• Must be eligible to work in and based in the United States of America.
• Proficient in spoken & written English.
• Ability to work well under pressure and manage deadlines.
• High level of organizational and record keeping skills.
• Proficiency with Microsoft Office tools.
• Familiarity with Salesforce or other similar CRM tools.
• General knowledge of the consumer dispute process.
• Those with eristic qualities who can construct great written arguments are encouraged to apply.
• Demonstrated experience with record keeping adherence to regulatory requirements.

About Rocket Travel by Agoda

Rocket Travel by Agoda is a travel technology company founded in 2012 under our flagship consumer facing product, rocketmiles.com. Since then, we have evolved to partner with some of the largest consumer travel brands in the world creating white-label solutions that allow customers to earn and redeem miles and points for booking hotels, rental cars, flights and activities. Our global partnerships range from world-class airlines to international banks to large-scale shopping platforms.  We help our partners develop successful go-to-market strategies through marketing expertise and data to support their overall growth. 

We attract customers from every corner of the globe with a seamless user experience that's built in-house from ideation to finished product: our team includes front- and back-end developers, customer service, data analysts, designers, marketers, accountants, partnership sales, and managers. 

Rocket Travel by Agoda is dedicated to creating a diverse, equitable, and inclusive workplace where everyone has the opportunity to reach new heights in their career, and expand their knowledge working alongside talented, dedicated colleagues. We encourage all applicants with a touch of wanderlust to apply to our team, as we work toward helping our travelers reach the vacation of their dreams. 

Note on general employment requirements

Candidates should be authorized to accept employment in the US from any employer, should be willing to start within three weeks of accepting an offer, and should be able to work the same daily working hours as our Chicago office.

Equal Opportunity Employer  

At Rocket Travel by Agoda, we pride ourselves on being companies represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Rocket Travel by Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunities regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details, please read Rocket Travel by Agoda’s privacy policy. 

A Final Word: 

To all recruitment agencies: Rocket Travel by Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, employees or any other organization location. Rocket Travel by Agoda is not responsible for any fees related to unsolicited resumes.