Core Responsibilities
1. Real-Time Fraud Monitoring & Decisioning
- Monitor Accertify's live transaction intercept queues to analyze high-risk ticket purchases and digital payment behaviors.
- Conduct rapid, high-accuracy manual reviews of flagged bookings to determine fraud probability, making final decisions to approve or reject transactions.
- Maintain strict adherence to processing deadlines (SLAs) to minimize booking disruptions, particularly for high-velocity, last-minute regional jet operations.
2. Chargeback Management & Revenue Recovery
- Own the end-to-end credit card dispute and chargeback defense process within the Accertify Chargeback Management module.
- Investigate dispute root causes and gather compelling evidence (e.g., Passenger Name Records (PNR), flight manifests, IP address logs, and device fingerprint data) to build and submit high-probability winning representments to payment gateways.
- Reclaim lost revenue from friendly fraud and unauthorized chargeback claims.
3. Platform Calibration & Rule Optimization
- Analyze historical fraud trends, chargeback data, and emerging attack vectors specific to the aviation sector (e.g., route-specific targeting, loyalty points abuse).
- Work closely with internal IT Security teams and Accertify account engineers to adjust, test, and fine-tune data fields, risk-scoring weights, and automated rules.
- Continually reduce the False Positive rate to prevent turning away genuine, high-value customers.
4. Reporting & Cross-Functional Coordination
- Compile weekly and monthly dashboards tracking key performance metrics for Finance leadership review.
- Coordinate cross-functionally with Customer Service, Ground Operations, and Station Managers to intercept and cancel tickets or offload passengers when active fraud is identified post-booking.
Key Performance Indicators (KPIs)
- Fraud-to-Sales Ratio: Maintain a net fraud loss rate below the airline industry standard (Target: less than 0.1% of gross revenue).
- Manual Review Turnaround Time: Review and clear queued bookings within 15 to 30 minutes of intercept.
- Chargeback Dispute Win Rate: Achieve a successful recovery rate greater than 50% on all contested chargebacks.
- False Positive Ratio: Maintain an efficient rule-to-rejection balance to maximize genuine conversion rates.
Job Requirements & Qualifications
Education & Experience
- Bachelor's degree in Accounting, Finance, Data Analytics, Information Technology, or a business-related discipline.
- Minimum of 2 years of experience in e-commerce fraud investigation, online payment processing, or risk management.
- Direct hands-on experience navigating and configuring the Accertify fraud prevention platform is highly preferred.
- Prior experience within the airline industry, dealing with global Global Distribution Systems (GDS) or Passenger Service Systems (PSS), is a major advantage.
Technical & Soft Skills
- Strong analytical mindset with the ability to spot anomalies across large datasets (e.g., matching geolocation, proxy indicators, and transaction velocities).
- Decisive problem-solving capability; able to make high-pressure financial risk decisions quickly and defend the rationale.
- Effective written and verbal communication skills to coordinate with financial institutions, legal teams, and internal operational units.
- Competency in data tools (Microsoft Excel, basic SQL, or BI dashboards) for financial reporting.
Operational Flexibility
- Absolute willingness and flexibility to operate on a rotating shift roster, including weekends, public holidays, and night-shift on-call rotations to support our 24/7 operational mandate.
