As an Analyst, you are responsible for protecting the company’s revenue by managing the end-to-end lifecycle of Agency Debit Memos (ADMs) and Credit Memos (ACMs). You will investigate ticketing discrepancies, dispute invalid airline charges, and ensure that our financial records align with global settlement systems.
We are looking for someone who understands why it happened, find the root cause, and build a case to win the money back.
What You'll Do:
1. Dispute Investigation & Resolution
- Investigate & Resolve: Analyze the validity of airline debit memos (ADMs) and credit memos (ACMs) using ARC Memo Manager and IATA BSPLink.
- GDS Deep-Dives: Research PNR history (native GDS/NDC channels) to verify fare rules, taxes, and booking procedures to dispute incorrect charges within strict industry deadlines.
- Identify Trends: Look beyond individual cases to find patterns; is it a specific agent error, a system glitch, or an airline policy change? You will proactively report these to the management to help stop future losses.
- Collaborate & Negotiate: Work with GDS/NDC partners, airlines desk and internal commercial teams to negotiate settlements and resolve long-standing disputes.
- Reconciliation Accuracy: Reconcile open debit and credit memos against the BSP/ARC Hot files to ensure Accounts Receivable (AR) accuracy.
- Performance Tracking: Maintain dashboards on recovery rates, net loss, and "cost-to-resolve" metrics.
- Workflow Automation: Utilize tools like Jira and Salesforce to track the status of disputes and suggest enhancements to internal back-office software.
- Compliance: Ensure all processes adhere to IATA Resolution 850m and local ARC/BSP regulations.
What We’re Looking For:
Experience: 2-3 years in travel operations (ticketing focus) with hands-on ARC/BSP experience.
GDS/NDC Expert: Highly proficient in Sabre or Amadeus and good understanding of NDC channels. You are proficient in reading PNR history and understand the full lifecycle of a ticket from booking to settlement.
Investigative Instinct: You don’t just see a charge; you have a natural curiosity to find the "why" behind the error.
Technical Knowledge: Deep understanding of airline rules, including exchanges, refunds, and schedule changes.
Analytical & Proactive: Ability to interpret data, identify trends, and suggest actionable strategies to prevent future losses.
Organized: Able to manage a high volume of cases and meet strict industry deadlines in a fast-paced environment.
Communicator: Excellent written and verbal skills—you can simplify complex ticketing issues for any audience.
Top Skills
What the Team is Saying
What We Do
Navan (Nasdaq: NAVN) is the leading all-in-one business travel, payments, and expense management platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.
Why Work With Us
At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation.
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Navan Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
In-person connections is the foundation of Navan, the connections forged through face-to-face interactions improve company culture and what we can achieve together. We operate on a hybrid working model, which we define as four days a week in-office.
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