Dispute Resolution Specialist – Chicago Based

• Job Title: Dispute Resolution Specialist
• Location: Chicago
• Job Type: Full-Time
• Visa Sponsorship: This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without current or future sponsorship.

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. 

Position Overview

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.

Key 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.

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.

The annual salary range for the local area is $65,000-$75,000, determined by a candidate's fit and experience.  

Why Join Us?

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. 

Diversity at Rocket Travel by Agoda

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. We encourage all applicants looking to expand their knowledge working alongside talented, dedicated colleagues to apply to our team. 

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 must be able to work a hybrid work schedule with 2-3 days per week in 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. Find our applicant policy here: https://www.rockettravel.com/privacy-policy

E-Verify Program Participant

We are an E-Verify employer – meaning that your Form I-9 information will be provided to the federal government to confirm that you are authorized to work in the U.S.

For more information, please view: E-Verify Participation Poster (English/Spanish) and IER Right to Work Poster (English/Spanish)