GBS Fraud Analyst

United Parcel Service Sweden Aktiebolag; Pune District; On-site; INR 5,698,000 - 8,547,000; Full time

Job summary

United Parcel Service (UPS) in India is seeking a GBS Fraud Analyst to support the Corporate Fraud Mitigation Team and coordinate solutions across Security, GBS, Operations and BD to prevent fraud. The role involves monitoring exposure, handling inquiries, and educating stakeholders on fraud processes.

The position requires night shifts (6.00 pm to 3.00 am IST) and is permanent, offering opportunities to work with diverse teams and improve fraud prevention across UPS products and services.

Qualifications

• Excellent English language skills essential.
• 2+ years in Customer Service, Credit Collection or Billing.
• Understanding of finance: Billing, A/R, customer profile software.
• Fraud investigation and conflict management skills.
• Strong analytical and problem-solving abilities.
• Attention to detail and listening skills.
• Good customer relationship skills.
• Familiarity with IVP, On Demand, QWS systems.
• Understanding of pickup and delivery processes.
• Ability to handle conflict with customers and fraudsters.
• MS Office: Access, Excel, Word.

Responsibilities

• Monitors, measures, and communicates fraud exposure, and potential risks to minimize fraud.
• Reviewing, responding and taking action on customer inquiries for Fraud.
• Monitors and investigates suspicious use of UPS products, processes, and services.
• Assess registration for suspicious fraudulent activity including cancelling user IDs, approving adjustments and other credit activities to prevent additional losses.
• Work with all levels of management toward resolution.
• Interface with customers.
• Documents and communicates customer needs and frustrations, as related to implementation of UPS fraud solutions.

Skills

English proficiency

Customer service

Credit & billing knowledge

Fraud investigation

Analytical skills

MS Office

Conflict management

Attention to detail

Communication skills

Tools

Microsoft Office Suite

Job description

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Job Description

GBS Fraud Analyst - Grade 8

Night shifts (5 days' working) - 6.00 pm to 3.00 am IST.

Summary

The GBS Fraud Analyst supports the Corporate Fraud Mitigation Team as the central contact for the field to request assistance in the mitigation of fraudulent situations. He/She coordinates solutions across required groups (Corporate Security, GBS, Operations, BD, etc.). The GBS Fraud Analyst educates the field and customers on appropriate processes that supports fraud prevention and performs various tasks within the department as it relates to implementation and communication of fraud related applications.

Responsibilities and Duties

• Monitors, measures, and communicates fraud exposure, and potential risks to minimize fraud.
• Reviewing, responding and taking action on customer inquiries for Fraud.
• Monitors and investigates suspicious use of UPS products, processes, and services.
• Assess registration 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.
• Documents and communicates customer needs and frustrations, as related to implementation of UPS fraud solutions.

Knowledge and Skills

• Strong proficiency in English-both written and spoken-as well as a solid understanding of the language is essential, since handling incoming and outgoing calls is a mandatory part of daily responsibilities.
• 2+ years of Customer Service, Credit Collection or Billing experience - Preferred.
• Understanding of general finance and accounting practices: Billing, A/R, customer profile software applications etc.
• Fraud related investigation and conflict management skills is an advantage.
• 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.

Employee Type

Permanent

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