Chargeback Clerk
The Chargeback Clerk is responsible for managing and resolving guest credit card chargeback disputes within established credit card processing timelines. This role gathers, organizes, and submits the required supporting documentation to effectively respond to chargeback cases and minimize financial losses.
The position is also responsible for researching and processing Sail & Sign inquiry cases, ensuring accurate resolution of onboard charges and account-related concerns. The Chargeback Clerk collaborates closely with internal departments and external partners, including banking institutions, credit card companies, and collection agencies. Success in this role requires strong analytical, organizational, communication, and computer skills, as well as the ability to work efficiently in a fast-paced environment.
Key Responsibilities
- Review, research, and respond to credit card chargeback disputes by submitting supporting documentation through designated banking and credit card company portals within required timelines.
- Research and process Sail & Sign inquiry cases, including onboard charges, concessions, and account-related concerns, through I-Care and Outlook.
- Coordinate with internal departments such as Sailing Support, Guest Solutions, and other stakeholders to investigate chargeback bookings and facilitate necessary adjustments.
- Request additions or removals of guests from GSAR Do Not Sail and Alert lists, as required.
- Process requests to place travel agency and guest profiles under payment restrictions when appropriate.
- Prepare journal entries to reconcile and clear credit card chargeback statements.
- Process payments to settle past-due balances related to chargeback disputes and Sail & Sign account balances.
- Maintain accurate records and documentation of chargeback and research activities.
- Ensure compliance with company policies, financial controls, and regulatory requirements when handling customer and financial information.
Qualifications
Education
- Associate Degree, Junior College Degree, or higher preferred.
Experience
- Minimum of 1–2 years of experience in accounting, billing, accounts receivable, credit card processing, or chargeback management within a large organization.
- Experience handling credit card disputes, payment investigations, or financial transaction processing is preferred.
Knowledge, Skills, and Abilities
- Strong understanding of credit card chargeback processes and dispute resolution procedures.
- Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint.
- Strong computer skills with the ability to effectively utilize dual-monitor workstations.
- Excellent written and verbal communication skills.
- Strong organizational skills and attention to detail.
- Ability to prioritize tasks and work effectively in a fast-paced, high-volume environment.
- Analytical and problem-solving skills with the ability to conduct detailed research and investigations.
- Knowledge of internal controls and compliance requirements, including Sarbanes-Oxley (SOX), PCI compliance, and proper handling of Personally Identifiable Information (PII).
- Ability to collaborate effectively with internal teams and external business partners.
