GBS Fraud Analyst

United Parcel Service, Inc.; Pune District; Hybrid; INR 450,000 - 550,000; Full time

Job summary

United Parcel Service, Inc. in Pune seeks a GBS Fraud Analyst for night shifts (6:00 pm – 3:00 am IST).

You will support the Corporate Fraud Mitigation Team by coordinating with security, operations, and other groups to mitigate fraud and educate field teams on fraud prevention processes. The role requires strong English communication, 2+ years in customer service or related experience, and good analytical skills.

Qualifications

• 2+ years of Customer Service, Credit Collection or Billing experience preferred.
• Strong English communication and written skills are essential.
• Understanding of finance, billing, and A/R processes is a plus.

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 and approving adjustments.
• Work with all levels of management, both internal and external toward resolution.
• Interface with customers.
• Documents and communicates customer needs and frustrations related to fraud solutions.

Skills

Strong English communication

Customer service experience

Fraud awareness

Analytical skills

Conflict management

MS Office

Tools

Microsoft Access

Excel

Word

Job description

Job Description:

GBS Fraud Analyst - Grade 8 Night shifts (5 days’ working) – 6.00 pm to 3.00 am IST. JOB DESCRIPTION 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 UPS is committed to providing a workplace free of discrimination, harassment, and retaliation. In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.