Position Summary:
The Credit Card Services Analyst identifies, forecasts and investigates potentially fraudulent activity by performing a complete analysis of new reservation bookings as well as credit card disputes and chargebacks. The Analyst handles all aspects of credit card/payment disputes, chargebacks and collection accounts to mitigate losses for JetBlue. The Analyst also provides support to crewmembers and business partners for all aspects regarding payment (credit card, checks, and alternative payments) for all JetBlue revenue streams.

Essential Responsibilities:
•    Analyze transaction and chargeback information and extrapolate patterns for forecasting and proactive preventative measures
•    Develop and design reports and statistics for Credit Card Services team. Assist in the creation of dashboards to present to leadership lost revenue, mitigated revenue and saved revenue trends on a monthly cadence
•    Collaborate with internal departments, business partners and other resources to identify loss schemes 
•    Provide innovative solutions and best practices regarding fraud prevention strategies and recovery using credit card services technologies
•    Continually update training material for all frontline Agents 
•    Provide guidance to crewmembers on the process of identifying fraudulent activity
•    Log, track and perform investigative research for potentially fraudulent activity
•    Process incoming credit card inquiries, ticket retrievals and chargebacks
•    Provide support and solutions to crewmembers and business partners for all payment and settlement processes; cards, checks and alternate forms of payment; and new technology implementation
•    Other duties as assigned

Job Requirements:

: 
•    High School Diploma or General Education Development (GED) Diploma
•    One (1) year of analytical experience
•    One (1) year of card-not-present fraud investigation experience
•    Excellent customer service and problem solving skills
•    Proficient with the Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
•    Ability to work independently and in a team environment
•    Ability to work under pressure in a time sensitive environment
•    Available for occasional overnight travel (10%)
•    Must pass a ten (10) year background check and pre-employment drug test
•    Must be legally eligible to work in the country in which the position is located
•    Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications:
•    Associate’s degree
•    Proficient with Sabre Interact
•    Knowledge and understanding of data analysis and reporting
•    Effective research skills including the ability to analyze information, make determinations, and issue reports in accordance with company guidelines
•    Excellent verbal and written communication skills
•    Ability to multitask and work on several project simultaneously
•    Excellent organizational, and strategic time management skills

Crewmember Expectations: 
•    Regular attendance and punctuality 
•    Potential need to work flexible hours and be available to respond on short-notice
•    Able to maintain a professional appearance
•    When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
•    Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun 
•    Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards 
•    Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
•    The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment: 
•    Computer and other office equipment

Work Environment: 
•    Traditional office environment

Physical Effort:  
•    Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary)

 

Job Ident #: 56437

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