ROLE SUMMARY
Hopper is growing rapidly and the chargeback team is as well. Using your chargeback experience, you’ll evaluate each dispute to research and resolve it based on bank regulations and rules for both US & international transactions. You’ll be responsible for daily processing of chargeback claims, assisting with researching fraud and chargeback trends, and resolving disputes for all card brands.
The ideal candidate(s) will demonstrate a clear understanding of payments, including fraud prevention & chargebacks to help develop and drive strategies for the future. You’ll be able to assist in projects to implement new processes which can help to reduce fraud and chargeback exposure. Advise supervisor and management on credit card fraud prevention related problems, programs, and concerns and make recommendations to improve operations, anti-fraud processes and system enhancements. Work with peers and leadership by communicating the fraud trends and sharing ideas and information.
This role is a dynamic position with the opportunity to take on and learn new things in the broader finance world. This position requires a highly analytical and self-driven individual who thrives under pressure. You will be juggling multiple deadlines and will be expected to document your work meticulously and often.
Responsibilities
Proactively and effectively work disputed transactions via chargeback process to minimize revenue loss by providing support documentation
Effectively use all available tools, both internal and external platforms, as it relates to payment processors
Ensure accurate and appropriate responses to disputes
Perform necessary research and look up transaction details that need to be included with each dispute
Resolves issues in accordance with approved policies and procedures
Frequently interact with various teams and departments on researching transactions and status of events
Preserve confidentiality of sensitive information
Review, enter and update database information timely while ensuring the accuracy of data entry, notation and order status information.
Monitor #cs-chargebacks and action as needed
Create process and documentation for the products that you are responsible for and communicate to relevant stakeholders
Conduct weekly reporting and review regularly to ensure production support features continue performing as expected and to detect anomalous behavior
Document all progress in JIRA
Maintain a deep understanding of technical systems, capabilities, planned improvements and new product features
Minimum Expectations
A passion for Hopper’s mission to build the most customer centric travel marketplace on Earth
Excellent judgment; ability to ask smart questions and make quick, impactful decisions
Resilient attitude, ability to stay on your toes and move with any changes that may come your way
Take initiative to research and analyze autonomously to find the most in-depth data/solution and document/communicate
Highly effective communicator with technical depth to enable productive, cross-functional collaboration with world-class engineers, data scientists, business development, finance and customer service
A passionate commitment to find opportunities to improve Hopper’s revenue and decrease areas for loss
Customer, team & company player. Take on delegated tasks with enthusiasm towards the greater good of the company.
Exceptional ability to grasp, manage, and articulate complex systems
Ability to determine impact and prioritize issues. Not everything is a fire!
Strong organizational skills in order to manage our internal software tools like Confluence, Jira and Amplitude
Ability to work effectively and autonomously in a remote environment
Be in the know – keep yourself informed and up to date.
Preferred Qualifications
Exceptional written and verbal communication skills in English
Minimum 2 years experience in chargebacks / fraud review environment
Experience and working knowledge of credit card and chargeback processing as well as Visa/MasterCard regulations
A minimum of 2 year experience in a ticketing or schedule change role
Excellent computer skills (PC) and eagerness to become efficient in Trava, Excel, Google/Word
Deep domain knowledge in our air shopping and booking providers (Sabre, Travelport, Amadeus, NDC, SPRK, ARC, BSP)
