Dispute Resolution Specialist – Chicago Based

Rocket Travel • Chicago, IL

5d • Hybrid

About The Position

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. The ideal candidate is a strong written communicator with excellent record-keeping abilities, sound judgment under pressure, and a solid understanding of the consumer dispute process. This role works closely with the Operations Manager and Dispute Resolution Specialists, as well cross-functionally with internal teams to help maintain low chargeback volumes and deliver strong recovery rates. 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 swift action that can be implemented in a matter of days (or hours). 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.

Requirements

• 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.

Nice To Haves

• 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.

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.
• Monitor and track chargeback outcomes, updating internal systems and records as needed.
• Manage the daily chargeback inbox across multiple payment processors and ensure all bank response deadlines are met.
• Provide guidance and support to internal employees regarding chargeback issues and pending disputes.
• Collaborate cross-functionally with other departments to monitor dispute trends, reduce chargeback volume, and improve recovery rates.
• 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.

Benefits

• The annual salary range for the local area is $65,000-$75,000, determined by a candidate's fit and experience.
• This is an excellent opportunity for a motivated professional to play a key role in dispute management and revenue protection with a large travel Tech company.
• You will have the chance to work cross-functionally, contribute to operational excellence, and help drive strong recovery outcomes in a dynamic environment with a team that likes to win.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED