Chargeback Specialist

At Margaritaville at Sea our core purpose is to create and deliver fun and escapism. This drives all we do and is the heart of our decision making. As a valued member of our team, you'll contribute to providing an incredible guest experience every day of each cruise and in every way. You’ll also have opportunities to advance your career as we continue to grow.

Your career path with us starts here!

Joining the Margaritaville at Sea® team means embracing our Culture Essentials, which are the cornerstone values shaping our identity, principles, and actions, which are every guest, every time, act with integrity and respect, shred responsibility for the well-being of our guests, crew and community and each employee’s responsibility to ne better than the rest.. These beliefs and behaviors not only define who we are but also unite us as a team, guiding us in decision-making, fostering relationships, tackling challenges, and reaching milestones.

These culture essentials propel us toward a shared vision of success, ensuring a collective effort in shaping our future.

The Chargeback Specialist plays a critical role in safeguarding the organization’s financial integrity by managing and resolving credit card dispute cases for both ticket purchases and onboard transactions. This position is responsible for investigating chargeback claims, gathering and analyzing supporting documentation, and ensuring timely and accurate responses to financial institutions. The Chargeback Specialist works closely with internal departments such as Finance, Customer Service, and Operations to prevent revenue loss, identify patterns of fraudulent activity, and implement best practices for dispute resolution.

Strong attention to detail, analytical skills, and knowledge of payment processing systems are essential for success in this role.

• Gather and Prepare Documentation:
  Collect all relevant information and supporting evidence required for chargeback disputes. Ensure that documentation meets card network and company standards for submission to financial institutions.
• Timely Processing of Chargebacks:
  Review and process all disputable chargebacks within the required time frames to avoid financial loss. Monitor deadlines closely and prioritize cases to ensure compliance with industry regulations.
• Maintain Accurate Records:
  Track and document all chargeback cases in detail, including status updates and outcomes. Maintain organized records that are easily accessible for audits and internal reporting.
• Reporting and Analysis:
  Prepare and deliver monthly reports to leadership outlining chargeback case status, win/loss ratios, and emerging trends. Provide insights and recommendations to improve dispute resolution processes.
• Cross-Functional Collaboration:
  
  Partner with shipboard and shoreside teams to resolve disputes efficiently. Work with key stakeholders to identify root causes and implement preventative measures that reduce future chargebacks.
• Monitor Fraud Trends and Risk Indicators:
  Analyze chargeback data to identify patterns of fraudulent activity. Collaborate with internal teams to develop strategies that minimize risk and prevent future disputes.
• Ensure Compliance with Industry Standards:
  Stay current on card network regulations, payment processing guidelines, and company policies. Apply best practices to maintain compliance and reduce liability.
• Customer Communication and Support:
  Communicate with customers when necessary to clarify disputes or gather additional documentation. Provide professional and timely responses to inquiries related to chargeback cases.

• High school diploma or equivalent required;
  Associate or Bachelor’s degree in Business, Finance, or related field preferred.

• 2+ years of experience in chargeback processing, payment disputes, or related financial operations.

• Understanding of credit card chargeback processes, payment processing systems, and dispute resolution procedures.
• Familiarity with card network regulations (Visa, Master Card, etc.) and compliance requirements.
• Knowledge of fraud detection techniques and risk…