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Chargeback Senior Analyst

23 hours, 6 minutes ago
Thailand
Full-time
Senior
Operations Analyst
Operations
SQL
Apply Now
Agoda

Agoda

Agoda is an online travel agency that specializes in providing a vast selection of accommodation options worldwide, ensuring customers access to competitive pricing and a user-friendly booking experience.

Consumer Services
10K-50K
Founded 2005
View All Jobs 34

Description

  • Handle hotel chargeback cases across the full dispute lifecycle, including chargeback, pre-arbitration, and arbitration support.
  • Prepare concise, evidence-led dispute justifications to maximize recovery and reduce unnecessary escalation.
  • Review supporting documents, identify the strongest recoverable angle in each case, and submit accurate, complete cases.
  • Monitor case outcomes, track recovery status, and maintain records of amounts, dates, actions, and dispute stages.
  • Support internal stakeholder queries related to chargebacks.
  • Analyze chargeback loss patterns, recurring merchant behaviors, and process gaps that affect win rate.
  • Identify opportunities to improve templates, handling logic, supporting document standards, reporting, and workflow efficiency.
  • Drive improvement initiatives from problem identification through implementation and measure results against outcome data.
  • Support reporting, analysis, and performance reviews related to chargeback win rate, recovery trends, and operational quality.
  • Collaborate with Finance, Supply, Operations, and related teams to resolve issues affecting recoverability and dispute quality.

Requirements

  • Strong analytical thinking and the ability to make sound decisions based on incomplete but relevant information.
  • Strong planning and prioritization skills with the ability to manage workload efficiently and meet deadlines consistently.
  • Strong attention to detail and the ability to spot inconsistencies in amounts, dates, policy terms, case records, and merchant responses.
  • High ownership mindset and comfort working independently in a fast-paced, goal-oriented environment.
  • Excellent written English with the ability to write clearly, concisely, and persuasively in a structured business context.
  • Confidence working with data, trackers, and operational reports.
  • Solid Excel skills, including lookups, pivots, filtering, and working with structured datasets.
  • Ability to identify process weaknesses and propose practical improvements, not just execute existing workflows.
  • Strong problem-solving skills and a willingness to challenge weak assumptions or inefficient processes.
  • Professional stakeholder communication and the ability to handle difficult or ambiguous cases calmly.
  • 2-3 years of work experience in finance or related fields, ideally with some chargeback, payment systems, or financial services overlap, but not strictly necessary.
  • Ability to quickly learn chargeback processes and contribute to efficiency improvements over time.
  • SQL and dashboarding skills are a plus but not strictly necessary.

Interested in this position?

Apply directly on the company website

Apply Now

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