JOB SUMMARY: The Payment Services Specialist is responsible for overseeing various aspects of Payment Services, including transaction monitoring, reconciliation, and providing exceptional internal and external customer support. Responsible for accurately and timely creating refunds transactions for passengers and travel agencies. Investigates financial transactions and booking history on the passenger's reservation to identify the root cause of issues.
DUTIES & RESPONSIBILITIES:
- Accurately and timely create refund transactions in the reservation system for passengers.
- Process domestic and international commission payments to travel agent and/or agencies.
- Process weekly credit card and client check payments.
- Research credit card issues on CC processors and merchants' sites to correctly adjust credit card transactions on the reservation system.
- Research and analyze the booking history to identify errors causing net due, overpayment balances and discrepancies at an individual or group level to report accordingly and accurately.
- Liaise with external payment processor to resolve agency commission issues and assist on agency enrollment with internal departments.
- Collaborate with multiple departments to ensure resolution of issues and tasks are completed to the passenger's or Agent's satisfaction.
- Research and correct returned and/or stale dated checks and returned ACH payments and resubmit payments.
- Provide timely and accurate information to internal customers by creating, researching, and resolving inquires in the department inboxes.
- Review and provide accounting support to Ticket Revenue and Revenue Accounting on voyage termination and month-end ledger process.
- Participate and work closely with the IT department in testing of existing or new application as well as identifying solutions for system issues.
- Perform other job-related functions as assigned.
QUALIFICATIONS
DEGREE TYPE: Associate degree
FIELD(S) OF STUDY: Accounting or related field of study; or any equivalent combination of relevant background and work experience.
EXPERIENCE:
- Minimum of 2 years of accounting operations, customer service, hospitality, and claims resolution experience.
- Travel and hospitality industry exposure preferred.
COMPETENCIES/SKILLS:
- Strong communication skills, verbal and written.
- Strong math and analytical aptitude to analyze data, discrepancies, and inquiries.
- Strong knowledge of Microsoft Office Suite including Outlook, Word, and Excel.
- Strong work ethic and ability to work independently as well as in a Team, self-started and meet deadlines.
- Must be able to work well under pressure and in a demanding environment while meeting strict deadlines and maintaining high work quality.
- Excellent organizational and multitasking skills to manage multiple requests and switch between systems.
- Be able to think independently and work in a demanding environment while making sound decisions based on the results of research and analysis.
To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.