Supervisor, Services

BASIC

PURPOSE:

Ensures that all payment requests for travel agency, passenger refunds and commissions are processed efficiently and timely, following company policies and procedures. Ensures that all communication regarding these payments are addressed and answered in a courteous manner. Collects commissions recalled from travel agents in order to process credit card refunds. Oversees daily duties relating to the passenger insurance program.

• Oversee the processing of all disbursements for individual and group cancellations, agency commissions, booking over payments, coupons, customer relations claim settlements, etc. as prescribed by company policies. Payments are made by checks, wires or credit cards in US dollars or Canadian dollars as prescribed by company policy.
• Monitor the department inboxes responsiveness and other communications by team members.
• Reconcile general ledger accounts and submit reconciliations to management for approval;
  Performs daily balancing of system reports.
• Perform all personnel functions relating to all team members assigned in the Payment Services department to include the passenger insurance administrative function. Duties in this regard include hiring, terminations, performance evaluations, training, disciplinary actions, etc. as prescribed by company policy.
• Supervise the payment services system automated and manual processes, through daily, weekly and monthly reports review and balancing.
• Track all agency commission receivables required to be returned when a credit card paid booking cancels after final payment.
• Collect agency commission receivables through written and verbal communication with travel agencies.
• Research and addresses matter relating to payment services for travel agents, passengers and internal departments such as reservations, groups, sales, marketing and customer relations.
• Use judgment to handle unusual and unclear refund situations when necessary, within company policies and procedures.
• Review and approve all payments under a specified amount in compliance with company policy.
• Produce management reports relating to quantity and quality of area production and system problems.
• Test fixes and new design programming changes with accounting system specialist and IT.
• Supervise and addresses issues regarding the passenger insurance program day to day support and monthly account reconciliations.
• Create and maintain procedures manual for the payment services area.
• Maximize the efficiency of the area by constantly improving the flow and processing of information.
• Perform other duties as assigned.

Bachelor's Degree in Accounting or related field of study or any equivalent combination of relevant work experience and education.

5 years of experience in Operations Accounting, 2 years of experience handling customer service related issues and 3 years of supervisory experience preferred.

Proficiency with Microsoft Office Suite with intermediate level working knowledge of Excel and/or related applications. Knowledge of or ability to apply GAAP - Generally Accepted Accounting Principles to daily functions. Knowledge of Sarbanes-Oxley applicable to accounting procedures. Knowledge of company accounting policies and practices. Excellent customer relations, written and verbal communication skills in order to be responsive to payment services inquiries.

Organizational skills and detail-oriented to monitor high-volume transactions. Interpersonal skills to work effectively in team environment. Supervisory skills to effectively coach and lead team on daily tasks and projects. Ability to handle multiple projects simultaneously and shift priorities depending on business demands and requests.