Claimback Specialist at Intrepid Asia

Ho Chi Minh City, , Vietnam -

Full Time

Start Date

Immediate

Expiry Date

29 Sep, 26

Salary

0.0

Posted On

01 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Claimback Computation, Reconciliation, NetSuite, Power Query, Data Analysis, Financial Auditing, Dispute Management, Ecommerce Platform Management, Accounting Principles, SQL, Power BI, Analytical Thinking, Communication Skills, Interpersonal Skills, Reporting, Root Cause Analysis

Industry

Software Development

Description

As part of the COE’s Value Protection function, the Claimback Specialist owns the end-to-end claimback lifecycle for assigned brands and marketplaces (TikTok Shop, Shopee, Lazada, and others as onboarded). This is a dedicated specialization – distinct from Accounts Receivable, Accounts Payable, Inventory, and R2R – focused on recovering value lost to marketplace deductions, promotional funding gaps, fee discrepancies, and platform-driven adjustments. With minimal supervision in a distributed workforce environment, the role supports brand partners across Southeast Asia, including mid- to large-market clients and markets with a higher degree of platform and regulatory complexity. Key Responsibilities • Own end-to-end claimback computation, validation, and reconciliation across assigned marketplaces and brand partners, ensuring claims are accurately identified, supported, and tracked to resolution. • Investigate and clear claimback discrepancies (e.g. promotional funding shortfalls, commission/fee miscalculations, shipping and return deductions, platform technical errors) using platform reports, NetSuite data, and contractual/claimback terms. • Monitor marketplace fee and policy changes (e.g. TikTok Shop commission updates, Shopee technical/AGS fees) and assess their impact on claimback eligibility and GP% thresholds; flag rule changes to the Management. • Maintain and continuously improve the recording, matching, and aging analysis of claimback cases; drive down unresolved/aged claims through proactive follow-up with platforms and internal stakeholders. • Prepare and submit claim disputes to marketplaces, track submission status, and escalate unresolved or rejected claims with appropriate supporting evidence. • Reconcile claimback recoveries against brand/marketplace accounts and ensure accurate, timely postings and clearing in NetSuite. • Act as the primary point of contact for claimback-related inquiries from internal stakeholders (R2R, AR) and external business partners (brands, marketplace account managers). • Use a data-driven approach to resolve claim disputes – analyzing platform data, transaction history, and claimback terms to identify root causes and recommend process improvements. • Support Master File development and maintenance for claimback terms by brand, platform, and country, ensuring terms remain current as platform policies evolve. • Maintain organized supporting documentation for all claims, audit-ready and aligned with COE's centralized audit support standards. • Comply with and uphold data integrity, confidentiality, security policies, company policies, and internal controls. • Track and report against claimback-specific SLAs and KPIs (e.g. recovery rate, claim cycle time, aging of open claims). • Other duties as assigned by the Deputy Head/Head of COE. • A degree in Accounting, Auditing, Finance, or a related field. • NetSuite experience preferred. • Experience with ecommerce marketplaces (TikTok Shop, Shopee, Lazada) or retail/marketing agency business is a strong plus, particularly exposure to platform fee structures, deductions, or dispute processes. • Proficient in MS Office applications, especially Power Query in Excel; comfortable handling large volumes of transactional data and translating it into clear reports for both finance and operations audiences. • Good command of English, written and spoken. • Familiarity with SQL and Power BI is a plus. • Strong numerical and analytical ability – able to investigate discrepancies, reconcile complex data sets, and manage multiple open claims under deadline pressure. • Solid grasp of basic accounting principles, with strong documentation, research, and resolution skills. • Critical thinking and a solution-oriented approach, with comfort operating in an evolving, fast-changing marketplace/policy environment. • Excellent communication and interpersonal skills to work effectively with internal teams and external marketplace/platform contacts. • A professional and open international working environment – culturally integrating the best of all cultures to build an energetic, commercial, and fun working atmosphere. • Ample opportunity for personal and professional development, both on the job and through regular training (ecommerce topics, technical skills, soft skills, and leadership training) via our proprietary learning platform, Intrepid University, in a rapidly growing company. • A competitive compensation package.

Responsibilities

The specialist manages the end-to-end claimback lifecycle to recover value lost to marketplace deductions and fee discrepancies for brands in Southeast Asia. This includes validating claims, investigating discrepancies, and reconciling recoveries within NetSuite.