Chargeback Senior Analyst

Responsibilities

• Manage 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 escalations.
• Review supporting documents to identify the strongest recoverable arguments and ensure high standards of accuracy.
• Monitor case outcomes, track recovery status, and maintain accurate records of dispute stages and actions.
• Analyze chargeback loss patterns, recurring merchant behaviors, and process gaps to improve win rates.
• Drive improvement initiatives by identifying opportunities to optimize templates, handling logic, and workflow efficiency.
• Collaborate with internal stakeholders across Finance, Supply, and Operations to resolve issues affecting dispute quality.

Requirements

• Strong analytical thinking and the ability to make sound decisions based on relevant information.
• Excellent written English with the ability to write clearly, concisely, and persuasively in a business context.
• Solid Excel skills, including proficiency with lookups, pivots, and filtering structured datasets.
• High attention to detail to spot inconsistencies in amounts, dates, policy terms, and case records.
• Strong planning and prioritization skills to manage workloads and meet deadlines in a fast-paced environment.
• Confidence working with data, trackers, and operational reports.
• Strong problem-solving skills and professional stakeholder communication abilities.

Preferred Qualifications

• 2-3 years of work experience in finance or related fields, ideally involving chargebacks or payment systems.
• Ability to quickly learn complex chargeback processes and contribute to efficiency improvements.
• Experience with SQL and dashboarding skills.

About the Company

Agoda is a leading global travel platform that connects people to destinations and experiences worldwide. Part of Booking Holdings, Agoda leverages data and technology to make travel easier for everyone. With a diverse team of over 7,000 people from 90 countries, we are driven by curiosity and innovation to build the future of travel.