Get to Know our Team: 

Agoda Finance supports the business not only through strong financial controls, but by actively protecting revenue and improving recovery outcomes at scale. Within Finance, the Chargeback team manages hotel-side payment disputes across the full dispute lifecycle, from initial chargeback through pre-arbitration and arbitration where applicable. The team operates at the intersection of payments, collections, partner operations, and process improvement, with a strong focus on case quality, recovery rate, and operational efficiency.

The Opportunity: 

We are looking for a Chargeback Senior Analyst to manage hotel dispute cases end to end, with a strong focus on maximizing recovery and improving chargeback win rate. This role is not limited to ticket handling. It requires strong judgment, high output, excellent written case construction, and a proactive mindset toward identifying and implementing improvements that increase team performance over time.

The ideal candidate is comfortable working in a high-volume, target-driven environment, can think clearly under pressure, and is able to identify the strongest recoverable argument in each case.  They should also be able not only to perform well individually, but also to contribute to team performance.

In this Role, you’ll get to: 

• Handle hotel chargeback cases across the dispute lifecycle, including chargeback, pre-arbitration, and arbitration support.
• Prepare concise, evidence-led dispute justifications designed to maximize recovery and reduce unnecessary escalation.
• Review supporting documents, identify the strongest recoverable angle in each case, and submit cases with a high standard of accuracy and completeness.
• Monitor case outcomes, track recovery status, and maintain accurate records of amounts, dates, actions, and dispute stages.
• Support internal stakeholder queries related to chargebacks.
• Analyze chargeback loss patterns, recurring merchant behaviors, and process gaps that negatively affect win rate.
• Identify opportunities to improve templates, handling logic, supporting document standards, reporting, and workflow efficiency.
• Independently drive improvement initiatives from problem identification through implementation, measuring results and adjusting based on outcome data.
• Support reporting, analysis, and performance reviews related to chargeback win rate, recovery trends, and operational quality.
• Collaborate with internal stakeholders across Finance, Supply, Operations, and related teams to resolve issues that affect recoverability and dispute quality.
• Contribute to a culture of ownership, operational discipline, and continuous improvement within the team.

What you’ll Need to Succeed:

• Strong analytical thinking and the ability to make sound decisions based on incomplete but relevant information
• Strong planning and prioritization skills, with the ability to manage workload efficiently and meet deadlines consistently
• Strong attention to detail and ability to spot inconsistencies in amounts, dates, policy terms, case records, and merchant responses
• High ownership mindset and comfort working independently in a fast-paced, goal-oriented environment
• Excellent written English, especially the ability to write clearly, concisely, and persuasively in a structured business context and to use the provided tools efficiently to support daily work
• Confidence working with data, trackers, and operational reports
• Solid Excel skills, including lookups, pivots, filtering, and working with structured datasets
• Ability to identify process weaknesses and propose practical improvements, not just execute existing workflows
• Strong problem-solving skills and a willingness to challenge weak assumptions or inefficient processes
• Professional stakeholder communication and the ability to handle difficult or ambiguous cases calmly

It’s Great if you have:

• 2-3 years of work experience in finance or related fields, ideally with some chargeback, payment systems or financial services overlap but not strictly necessary for this role.
• Aptitude to quickly learn about chargeback with the ability to optimize processes and contribute towards efficiency improvements over time.
• SQL and dashboarding skills are a plus but not strictly necessary

 

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