Dispute Resolution Specialist – Chicago Based

About the role

Rocket Travel by Agoda is seeking a detail-oriented and highly organized Dispute Resolution Specialist to join our team in the Chicago office. This role is responsible for managing incoming chargebacks, investigating dispute causes, preparing rebuttal documentation, and ensuring timely responses in accordance with card network and payment processor regulations.

Responsibilities

• Work closely with the Operations Manager and Dispute Resolution Specialists to process incoming chargebacks from payment processors into the merchant database.
• Investigate the underlying causes of incoming chargebacks and prepare clear, compelling rebuttal documentation for submission to issuing banks in compliance with card and network scheme regulations.
• Incorporate AI tools to increase KPIs and scale.
• Maintain accurate records and ensure adherence to internal procedures and relevant regulatory requirements.
• Interact with customers, suppliers, and payment gateways for reconciliation.
• Recognize suspicious patterns to help reduce customer and dispute friction and recommend solutions to implement and reduce losses.

Qualifications

• Minimum High School diploma or equivalent required.
• Must be based in the United States and eligible to work in the United States of America.
• Must be willing to work a hybrid in-office schedule in the Chicago office.
• Some evening meetings with our international teammates & Director may occasionally be required.
• Proficient in spoken and written English.
• Strong ability to work well under pressure and manage deadlines effectively.
• Excellent organizational skills and a high level of accuracy in record keeping.
• Proficiency with Microsoft Office tools.
• General knowledge of the consumer dispute process.
• Demonstrated experience with record keeping and adherence to regulatory requirements.
• Strong analytical and written communication skills, with the ability to construct persuasive, well-supported written arguments.

Preferred Attributes

• Detail-oriented and process-driven.
• Able to manage multiple priorities in a fast-paced environment.
• Comfortable working collaboratively across teams and functions.
• Strong problem-solving and investigative skills.
• Committed to maintaining quality, accuracy, and timeliness in all work.

Qualifications

• Minimum High School diploma or equivalent required.
• Must be based in the United States and eligible to work in the United States of America.
• Must be willing to work a hybrid in-office schedule in the Chicago office.
• Some evening meetings with our international teammates & Director may occasionally be required.
• Proficient in spoken and written English.
• Strong ability to work well under pressure and manage deadlines effectively.
• Excellent organizational skills and a high level of accuracy in record keeping.
• Proficiency with Microsoft Office tools.
• General knowledge of the consumer dispute process.
• Demonstrated experience with record keeping and adherence to regulatory requirements.
• Strong analytical and written communication skills, with the ability to construct persuasive, well-supported written arguments.
• Detail-oriented and process-driven.
• Able to manage multiple priorities in a fast-paced environment.
• Comfortable working collaboratively across teams and functions.
• Strong problem-solving and investigative skills.
• Committed to maintaining quality, accuracy, and timeliness in all work.