Chase Travel CxLoyalty Accounts Receivable Team Lead

Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area? This is a unique opportunity for you to work in the Chase Travel cxLoyalty team to provide assistance with client account management, internal fulfillment resources, supplier relations and vendor management.

As a Team Lead in the Accounts Receivable team, you will have the opportunity to lead a dynamic team, drive process improvements and play a key role in optimizing the company's financial operations.

You will be responsible for leading the day-to-day operations of the Customer Service Management (CSM) Accounts Receivable Servicing team within our Chase Travel environment.

You will oversee the processing and resolution of customer refunds, write-offs, refund checks, disputed balances, and billing-related inquiries across air, hotel, car, and cruise products.

You will ensure all CSM requests are processed accurately, timely, and in compliance with internal controls, service level agreements, and audit requirements, and you will drive reporting, productivity, quality assurance, employee development, and process improvement initiatives while serving as the primary escalation point for complex servicing issues.

Additionally, you will collaborate with cross functional departments to enhance efficiency, resolve customer payment issues and implement best practices that support business growth.

If you are passionate about accounting operations and ready to make an impact, this is an exciting opportunity to take your career to the next level.

Job Responsibilities:


* Lead and manage a team responsible for processing CSM tasks related to customer refunds, refund checks, billing corrections, write-offs, open AR research and resolution, and customer concessions and manual adjustments


* Review and prioritize daily workload to ensure service levels are achieved and assign work based on urgency, aging, dollar amount, product type, and employee capacity.


* Serve as the escalation point for complex or high-risk cases, including balances exceeding large dollar threshold, executive or VIP customer complaints, refunds requiring manual intervention or approvals, supplier-related disputes and unresolved customer claims, and ensure complete ownership of all open CSM items until final resolution.


* Ensure all CSM requests contain required supporting information before work begins, enforce standardized intake requirements and routing procedures by product type (air, hotel, car, cruise), and verify all refund and adjustment requests via internal systems such as CSM prior to processing.


* Ensure all transactions are documented appropriately for audit and compliance purposes and monitor adherence to established SLAs.


* Develop and maintain daily, weekly, and monthly operational reporting and dashboards, and monitor and analyze key performance indicators.

Provide management with trend analysis, risks, root causes, and recom...