MOR and Refunds Executive

What you will do on your journey with WebBeds.

As an MoR and Refunds Executive, you will manage the day-to-day processing of credit card refunds and Merchant of Record (MoR) transactions. You will validate refund requests, process approved refunds, monitor assigned alert cases, and support accurate cash application, clearing, and reconciliation in line with company policies, financial controls, and agreed service levels.

Working closely with the Senior Executive and Team Leader, you will respond to stakeholder queries, maintain complete audit documentation, and escalate complex or out-of-authority cases when required. Your accuracy and attention to detail will help protect the business from financial loss and contribute to a smooth experience for customers and partners.

In this role you will:

Key responsibilities

• Refund processing: Process credit card refund requests for MoR and non-MoR customers in line with approved procedures, supporting documents, authority limits, and segregation-of-duties controls.
• Refund validation: Verify booking, payment, and refund details, including previous refunds and chargeback status, to prevent duplicate refunds and minimise financial loss.
• Payment provider refunds: Complete approved refunds through the relevant payment provider and support approved alternative refund methods when a card refund cannot be completed.
• Chargeback prevention: Monitor and action assigned Ethoca, Verifi, and related alert cases within the required timelines to help prevent avoidable chargebacks.
• Cash application and clearing: Perform MoR cash application and clearing activities for settlements, invoices, receipts, refunds, commissions, and chargeback-related entries.
• Exception resolution: Investigate and resolve unmatched, incorrectly posted, or uncleared transactions, including allocating or reclassifying entries to the correct customer or booking.
• Documentation and audit readiness: Maintain accurate trackers and complete audit evidence to support operational reviews and financial controls.
• Reconciliation and escalation: Support reconciliation and month-end activities, and escalate ageing, unresolved, complex, or out-of-authority cases to management in a timely manner.
• Stakeholder collaboration: Respond to refund queries from Customer Service, hotels, partners, and internal stakeholders within agreed service levels, and work with Finance, Treasury, and other teams to resolve exceptions and ensure accurate, timely transaction processing.
• Process improvement: Identify recurring refund, cash application, or reconciliation issues and recommend improvements that reduce operational and financial risk.

The skills we would love to see in your suitcase!

• At least 1 to 2 years of experience in refunds, cash application, accounts receivable, payment operations, or reconciliation.
• Bachelor's degree in Finance, Accounting, Business Administration, or a related field.
• Knowledge of credit card refunds, settlements, chargebacks, and financial controls.
• Experience working in a shared services environment and using ERP systems, with SAP experience as an advantage.
• Proficiency in Microsoft Excel, with experience using Freshdesk, Zendesk, booking systems, or payment provider portals as an advantage.
• Strong analytical and problem-solving skills, with excellent attention to detail and numerical accuracy.
• A collaborative and adaptable approach, with the ability to prioritise competing tasks and meet deadlines.
• Excellent written and verbal communication skills in English.
• Ability to handle customer, payment, and company information confidentially and in line with applicable policies and controls.
• Flexibility to support shift or overtime requirements when necessary.