Senior Processor - Refunds

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Job overview and responsibilities

Individuals in this role resolve and respond to complex international and domestic customer refund requests that could not be processed through automated systems and provide second-tier support for escalations and training.

• Operations
  
  • Researching and processing incoming international and domestic refund inquiries on claims and general information for passenger tickets, travel agencies, internal/external departments and other airlines received from web/email/fax/mail using Accounting Systems
• Support
  
  • Provides SME support to Refunds Processors and to external contact center groups, updates RasCAL systems and compiles reporting as needed

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Unless subject to a collective bargaining agreement in the country to which an employee is being transferred; the employee retains their original date of employment and company seniority in the new country. Upon transfer, the employee is removed from payroll and benefits in former country and appropriately placed in the salary range and payroll / benefits systems of the new country.

Human Resources will assist with the terms and conditions of employment in light of labor agreements, collective agreements, country work rules and labor laws. In the new country, the employee is reinstated using the same employee id, date of employment and company seniority dates.

Required

• High School Degree or equivalent
• Previous refund and/or ticketing experience
• Ability to research passenger records and read tickets with extensive attention to detail
• Knowledge of refund processing/rules
• Working knowledge of SHARES, Sirax Refunds, Sirax Sales Database, PIPPS and the ECD systems
• Flexible and adaptable to change
• Ability to work under pressure and handle stressful situations in a professional manner
• Strong customer service skills
• Excellent time management and decision-making skills
• Works well with minimal supervision: good business judgment
• Regular attendance and punctuality in accordance with United’s policies is required
• Attendance is required at work location
• Ability to work a flexible work schedule
• Must be legally authorized to work in United Kingdom for any employer without sponsorship
• Must be fluent in English (written and spoken)
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

Preferred

• College Degree
• Previous domestic and/or international refund processing experience