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Web Support and Fraud Agent
TravelBrands. Process and manage online reservations accurately and promptly .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service excellence, effective communication, and problem-solving within the travel and tourism industry. Proficient in managing online reservations, analyzing booking discrepancies, and ensuring compliance with industry regulations.
Highest-signal resume keywords
Customer Service ExcellenceTravel And Tourism Diploma/TICOSabre ProficiencyExcellent Professional Communication SkillsAttention To Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Online Reservation ManagementBooking ModificationsFraud Detection AnalysisPayment VerificationRecord KeepingTravel Requirement VerificationBooking Transaction AnalysisPromotional Sales SupportCritical ThinkingProblem Solving
Soft Skills
Organizational SkillsTime ManagementActive ListeningAdaptabilityCollaboration
Tools & Technologies
WindowsMS OfficeDigital Communication ChannelsAutomated Fraud Detection Systems
Certifications & Qualifications
Travel And Tourism Diploma/TICO
Industry Keywords
Travel ProductsCustomer InquiriesBooking TransactionsComplianceStatutory Holidays
About the role
Key responsibilities & impact- Process and manage online reservations accurately and promptly
- Respond to customer inquiries via email, phone, chat, web forms, and other digital channels
- Assist with booking modifications, cancellations, and special requests
- Verify reservation details, pricing, promotions, and travel requirements
- Resolve customer concerns and escalate complex issues
- Maintain accurate records of customer interactions and booking transactions
- Monitor web bookings and correct discrepancies
- Promote travel products, services, insurance, and promotions to support sales initiatives
- Collaborate with suppliers, internal departments, and customer service teams
- Ensure compliance with company policies, procedures, and industry regulations
- Review travel bookings for potential fraudulent activity
- Identify high-risk transactions using fraud indicators, internal systems, payment information, and booking history
- Manually review bookings flagged by automated fraud detection systems or internal teams
- Verify customer and payment information when additional authentication is required
- Analyze booking inconsistencies involving passenger/contact information, payment methods, IP/location data, booking timing, or travel patterns
- Decide whether to approve, hold, escalate, or cancel potentially fraudulent bookings
- Contact customers to validate transactions while maintaining professionalism and a positive customer experience
Requirements
What you’ll need- Customer service excellence/orientation
- Excellent professional communication skills both written and oral
- Highly organized, able to meet deadlines and work under pressure
- Ability to research and use critical thinking and problem-solving skills when working independently
- Excellent work ethic and time management skills
- Personable and able to collaborate with internal and external clients
- Proven active listening and attention to detail
- Adaptable and able to keep up with organizational change
- Travel and Tourism Diploma/TICO
- Computer literacy (Windows, MS Office)
- Sabre proficiency at novice level
- 1 year of customer service experience
- Preferred bachelor's degree or better in Tourism Management or related field
- Must be available to work statutory holidays
- Availability for specified evening, Sunday, and EST shifts
Benefits
Comp & perks- 2 weeks of vacation
- Medical and dental benefits
- 9 additional paid days: 1 birthday day, 5 sick days, 2 personal days, and 1 volunteer day
- Employer RRSP contribution program
- Awesome travel benefits for you, your friends, and your family
- Employee Assistance Program (EAP) for you and your family members
- Potential ability to work from home