• Monitor, investigate, and analyze suspicious transaction activity using internal and external fraud and risk monitoring tools • Conduct complex fraud investigations, including card-not-present (CNP), card-present (CP), account compromise, and dispute-driven fraud cases • Gather, document, and maintain detailed evidentiary case files to support fraud decisions • Perform deep-dive analyses to identify fraud trends, root causes, and emerging typologies • Review and action alerts generated by Real-time Transaction Monitoring system • Analyze large datasets to identify red flags, anomalies, and emerging fraud trends • Test, validate, and troubleshoot fraud controls to ensure effectiveness and operational integrity • Document fraud procedures, workflows, and controls to support auditability and operational efficiency • Escalate identified control gaps, compliance risks, or operational issues to management • Serve as a subject-matter expert on disputes, chargeback workflows, and network rules, including timelines and evidence requirements • Apply deep knowledge of Regulation E to ensure compliant handling of unauthorized transaction claims, provisional credits, timelines, and customer notifications • Collaborate closely with Disputes, Compliance, and Operations teams to identify emerging fraud patterns and systemic risks • Utilize Visa Resolve Online (VROL) to investigate fraudulent transactions and support chargeback workflows • Support continuous improvement initiatives across fraud monitoring, disputes handling, and regulatory compliance

• Lead the definition and evolution of risk frameworks across the customer lifecycle, with a focus on early-stage and onboarding risk. • Design, develop, and own core fraud and risk metrics that inform decision-making, performance measurement, and strategy. • Partner with internal stakeholders (Product, Engineering, Risk Operations) to translate analytical insights into scalable solutions. • Evaluate, integrate, and manage external data sources to enhance risk detection and decisioning capabilities. • Define data requirements and partner with engineering to build and maintain reliable, production-grade data pipelines. • Act as a thought leader in fraud analytics, setting best practices for measurement & risk modelling.

• Own the end-to-end renewal forecasting process. • Architect and validate forecast models for churn, renewal rates, and retention outcomes with high precision. • Provide forward-looking analysis to inform financial planning and strategic decision-making. • Analyze retention metrics and trends for designated SaaS product lines. • Deliver timely, actionable insights to Retention Analytics and Customer Retention Leaders, collaborating with stakeholders across teams and management levels. • Own weekly pacing updates and monthly/quarterly reviews. • Conduct deep-dive variance analysis, identifying root causes behind retention performance vs. targets. • Anticipate the next logical questions and proactively deliver recommendations that influence business strategies. • Reconcile retention data on a weekly/monthly basis, manage manual data adjustments, and ensure the accuracy and timeliness of all reporting. • Navigate large, complex data sets and company databases to extract meaningful findings and optimize analytics workflows.

• Always present guests and intermediary clients with the best booking options available, following the day’s conditions and strategies. • Handle incoming calls and chat according to service standards and booking conversion targets. • Provide all necessary information to clients at the time of booking. • Ensure correct entry of reservations into the system according to procedure. • Negotiate group bookings. • Work strategically to offer additional revenue opportunities for reservations, such as upselling, early check-in, late check-out, restaurant, and others. • Generate leads/opportunities for the building’s commercial/revenue team whenever necessary. • Negotiate group bookings. • Check availability to open or close sales channels, preventing overbooking. • Provide support to hotel Reservations Agent teams.