- This position is responsible for the supervisory oversight of the transaction processing team consisting of Refunds Specialists responsible for guest and travel agent refunds and commissions in POLAR and SIEBEL; and AR/Chargeback Clerks, responsible for raising A/R billings and clearing credit card chargebacks in Oracle and the various Merchant Credit Card systems.
- Ensures the daily production goals/KPI standards are met within the acceptable SLA's and in accordance with accounting policies, and SOX compliance.
- Ensures PCI (personal credit card info)compliance, and due diligence for handling customer PII (personally identifiable information.)
- The Supervisor will work with the stateside Manager and Supervisors to receive training & guidance on the applicable responsibilities.
- This Supervisor will be part of the 'Train the Trainer' process and upon learning the work will train the rest of the team.
- Challenges include: continually meeting daily SLA's, ensuring production accuracy, coordinating month-end Close timeliness.
- Fully understands the system/workflows and SLA's.
- Complies with all corporate policies, and SOX guidelines.
- Provides ongoing training/staff assistance.
- Manages the clerical workload ensuring transactional requirements are met daily, weekly, monthly, meeting service level standards.
- Maintains current desk-top procedures.
- Fosters a positive work environment and mentors team members to work towards achieving accuracy and efficiency in their daily tasks.
- Communicates team progress and emerging issues to Stateside Manager on a weekly basis, or more often based on critical nature.
- Coordinate with the Stateside Manager/Supervisor the month-end production cut-off; KPI reporting.
Education requirements: College degree in finance/business.
3 to 5 years Supervisory experience in a large production focused financial environment.
Strong familiarity with internal controls relative to financial transaction processing environments including SOX controls.
Strong familiarity with PCI compliance, and due diligence for handling customer PII.
Strong Excel & Word (above average proficiency required; testing to be performed.)
Strong communication (written/verbal), planning & organizational skills.
Strong analytical skills.
Exceptional inter-personal, coaching, training skills. Strong PC skills, and dual monitor use.
Oracle experience preferred.
POLAR & SIEBEL experience preferred.