GBS Fraud Analyst

Overview

The GBS Fraud Analyst supports the Corporate Fraud Mitigation Team as the central contact for the field to request assistance in mitigating fraudulent situations, coordinating solutions across required groups and educating the field and customers on fraud prevention processes.

What you'll do

• Monitor, measure, and communicate fraud exposure and potential risks to minimize fraud.
• Review, respond to, and take action on customer inquiries for fraud.
• Monitor and investigate suspicious use of UPS products, processes, and services.
• Assess registrations for suspicious fraudulent activity, including cancelling user IDs, approving adjustments and other credit activities to prevent additional losses.
• Work with all levels of management, both internal and external, toward resolution.
• Interface with customers.
• Document and communicate customer needs and frustrations related to implementation of UPS fraud solutions.

What you'll need

• Strong proficiency in written and spoken English, as handling incoming and outgoing calls is a mandatory part of daily responsibilities.
• Understanding of general finance and accounting practices: billing, A/R, customer profile software applications.
• Good analytical skills with an aptitude for problem solving.
• Attention to detail.
• Effective listening and communication skills.
• Good customer relationship skills.
• Knowledge of general operational processes and systems: IVP, On Demand, QWS.
• Understanding of the pickup and delivery process.
• Ability to manage conflict with customers and fraudsters.
• Proficient knowledge and use of Microsoft applications (Access, Excel, Word, etc.).
• Effective time management skills, flexibility, and ability to adapt to change.
• Self-starter with ability to multitask and work independently under pressure.

Nice to have

• 2+ years of Customer Service, Credit Collection or Billing experience.
• Fraud-related investigation and conflict management skills.

Details

• Night shifts, 5 days a week, 6:00 pm to 3:00 am IST.
• Employee type: Permanent.
• Grade 8.