Role Purpose

Working to GACA & Credit Card Scheme timelines for Refunds and Compensation cases. Will be responsible for the accurate tracking and processing of all Customer queries relating to refunds and compensation.

Key Activities

• Handle the refund and compensation tickets
• Handle all GACA cases received from CEC team urgently
• Handle all requests for total volume report for accepted cases
• Created approval documentation
• Action Credit card cases with the correct amount after approval
• Handle all the refund bookings of internal and external functions
• Update the refunded cases in both systems
• Follow up the pending cases
• Update the IBAN and compensation cases with the ledger sheet
• Provide support in other revenue protection areas when required
• Check the refund automation portal for any validated cases
• Support management requirements
• Provide support in other revenue protection areas when required.
• Internal - Work with Commercial & Operations on Cases that need additional information
• External Query management with Bank, APS, GACA and Alrajhi, as the Case requires
• Support the team in the related projects
• Assess all cases accurately and in-line with GACA regulations & flyadeal policy
• Work to continuously improve the Refund and Compensation processes

Experience

• Working knowledge of the Navitaire suite of systems (SkySpeed, GoNow)
• Working knowledge of the PayFort PSP Portal for Reporting & Refund purposes

Job-related Skills

• Attention to detail
• Excellent interpersonal skills
• Intermediate or above in MS tools
• Proven verbal & written communication skills
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Revenue Recognition