Overcharge Collections Senior Analyst (Bangkok Based, Relocation Provided)

Overcharge Collections Senior Analyst (Bangkok Based, Relocation Provided) About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting‑edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Our Purpose – Bridging the World Through Travel

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness. We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

Get to Know Our Team

The Collections function within the Collections and Operations team is responsible for managing overcharge collections from hotel partners related to payments issued to them. As the team continues to expand, we are looking for a Collections Senior Analyst to join our dynamic in‑house team. This role will provide an opportunity to work alongside a diverse group of professionals, contributing to the growth and success of the team. Based in Bangkok, Thailand, the position offers the chance to collaborate with colleagues across different functions and help drive operational excellence. The Overcharge Collections team plays a vital role in ensuring smooth financial operations and building strong relationships with hotel partners, making this an exciting opportunity to be part of a growing and impactful team.

The Opportunity

As a Collections Senior Analyst, you will work closely with our hotel partners to ensure collection of overcharged payments owed to Agoda. This is an individual contributor role with significant opportunity to work in close coordination with different stakeholders across Agoda. You will also contribute to improving operational and collection efficiency, collaborate with internal stakeholders to implement value‑add ideas into practice, and work on other important projects within the team.

In this role, you’ll be required to:

Work on a assigned portfolio and achieve monthly collection and outreach targets

Effectively manage a high volume of email transactions, resolving disputes, ensuring submission of overcharge invoices to properties, and pushing them to clear the overcharge balances within specific deadlines

Investigate cases of overcharges and reach out to hotel partners through email and phone calls to request prompt refunds and prevent chargebacks

Review and reconcile client discrepancies, ensuring accurate charges are applied on system

Collaborate with internal stakeholders to verify invoicing and billing accuracy, addressing overcharges to maintain financial integrity

Demonstrate strong analytical skills to assess data, identify root causes, and promptly raise it with relevant stakeholders for resolution

Adapt quickly to new software applications through documentation, hands‑on practice, and continuous learning

Possess excellent communication and negotiation skills, collaborating effectively where needed

Approach challenges with a solution‑oriented mindset, demonstrating determination and fostering innovation

Take initiative and devise innovative solutions to enhance collection rates

Assist with operational activities within the team, including but not limited to report preparation, data submissions, etc.

What You’ll Need To Succeed

Minimum 5-10 years of experience in B2B debt collection with strong emphasis on timely dispute resolution

Good analytical skills, outstanding problem‑solving abilities, and excellent communication skills

Proficient in Microsoft Excel & ability to adapt to new software applications as needed

Must be confident, proactive and take ownership

Organized and detail‑oriented

Ability to work efficiently & independently, and to adapt to a fast‑paced working environment

Basic knowledge of SQL for data querying and analysis is an added advantage

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third‑party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

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