ARC Pay Analyst

About The Role::

It's a great time to join us at Airlines Reporting Corporation (ARC)! ARC accelerates the growth of global air travel by delivering forward-looking travel data, flexible distribution services and other innovative industry solutions. We are a leading travel intelligence company with the world’s largest, most comprehensive global airline ticket dataset, including more than 15 billion passenger flights. By working here, you can contribute to solutions and expertise that strengthen economies and enrich lives. We think big, embrace challenges and explore new ideas to lead the way for the travel industry.

ARC is looking for an ARC Pay Analyst to join our team! In this position you will provide superior customer support for ARC’s largest non-settlement product with approximately $1 billion processed annually and approximately $40 million in revenue to ARC. This includes managing the day-to-day relationships with the credit card companies and ARC Pay customers. You will work as the liaison between our key customers and the credit card companies to resolve difficult questions and manage the challenging chargebacks resolution process to the satisfaction of our customers. This person will handle the ARC Pay accounting of sales, commissions, expense, accruals, and chargebacks so that the data needed to accurately account for, and ultimately report revenue to ARC Pay product management is available. You’ll be responsible for recovering approximately $5.5 million in annual chargeback volume which has potentially significant impact on our customers and on ARC’s bottom line. As the individual that works with ARC Pay customers daily, you will evaluate travel agency behavior to identify risk and share information with the team about red flags for potential loss to ARC Pay revenue. 

1. As an expert in credit card chargeback management, work with ARC Pay agent customers to attempt to win chargeback disputes that otherwise will result in a financial loss to the agent or ARC. This means educating sometimes irate agents about the chargeback process, what they can do to potentially reverse the chargeback, and how they can limit their chargeback exposure in the future.
2. Responsible for ensuring that the transactions that result in chargebacks or chargeback reversals, and therefore a debit or credit to ARC by the credit card companies, are properly accounted for and either debited or credited to the agency.
3. Research, analyze, and respond to complex and sometimes contentious customer inquiries to the satisfaction of the customer and within the established SLAs.
4. Responsible for handling the ARC Pay operational accounting. This involves reconciling credit card company statements and payments against ARC settlement data, including ARC Pay API data, and making complex journal entries of ARC Pay revenue, receivables, chargebacks and expenses to ensure that all ARC Pay related accounts are updated accurately and on-time.
5. As the individual working closely with agents, identify “behavior” considered high risk for financial loss to ARC and communicate findings and recommend actions to the ARC Pay Risk Compliance Team.
6. Responsible for managing the day-to-day relationship with the credit card companies to ensure ARC receives payment accurately and on time. In addition, work with the credit card companies to hold them accountable for supporting ARC, and therefore our customers, from a chargeback management perspective. 

• Associate’s degree or proven skills to be able to learn new skills quickly.
• 2+ years of experience in an upper level customer service role.
• 2+ years of experience managing chargebacks in the travel industry.
• Experience with credit card processing and risk management.
• Experience with finance/accounting
• Must have excellent verbal and written communication skills.
• Must be detail oriented and well organized
• Must have excellent interpersonal skills in order to build relationships even when working with customers with a problem that could have a significant negative financial impact on them.
• Must be able to work independently and make decisions with little direction from management
• Proficient in the Microsoft Office Suite (Excel, Word, Outlook)

PM21

• Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented. We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.
• Our employees value the hands-on learning and professional development opportunities that allow them to expand their skills and grow their career in new, dynamic ways.
• ARC offers WorkFlex. WorkFlex is ARC’s hybrid work program which offers eligible employees the flexibility to work from home while also requiring in office workdays throughout the year to foster collaboration and connection throughout the organization. We’ve designed WorkFlex to enable employees to succeed and thrive while maintaining strong connections to one another and ARC - both of which are critical to our shared success.
• We offer a highly competitive, comprehensive benefits package so you can worry less and focus on what truly matters.
• By joining ARC, you will partner with top minds in the industry as we use data and technology to innovate how the world travels.

EOE M/F/D/V Females and Minorities Encouraged to Apply