Fraud/Abuse Analyst - Associate/Senior Associate Trans Processing

Job Title: Fraud & Abuse Analyst L1 & L2
Location: Hyderabad, work from office, Flexible to US shifts and rotational week offs

Job Overview:
As a Fraud Analyst, you will be responsible for investigating and resolving customer complaints related to missing, delayed, or misrouted packages. You will be working as an individual contributor. You will be reviewing the customer complaints and identifying scam behavior basis evidence supplied by the customer, delivery confirmation from logistics partner and your skills on open-source intelligence. You will be entrusted with a decision making on whether the complaint is genuine, and which warrants a refund from the company to the client. Your role is crucial in maintaining customer trust by ensuring transparency and efficient resolution of order issues.

Job Description:

• Analyze and investigate customer reports of missing or delayed packages, identifying patterns and root causes.
• Utilize internal tracking systems, open searches, evidence shared by logistics partner and data analytics tools to detect scam behavior and decide on the veracity of the report filed by the customer.
• Collaborate with internal teams and external logistics partners (e.g., carriers, fulfillment centers) to track down orders and resolve issues.
• Escalate critical or unresolved issues to management or other relevant departments, ensuring prompt action.
• Identify and recommend process improvements to reduce the volume of lost or delayed packages, contributing to a smoother customer experience.
• Maintain accurate records of all investigations and resolutions, ensuring a robust audit trail.

Qualifications:

• Education: Any bachelors degree, but relevant work experience will be preferred.
• Experience: 1-4 years in customer service, logistics, or supply chain roles, particularly in online retail or e-commerce.
• Skills:
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Proficiency in logistics software, customer service platforms (e.g., Zendesk, Salesforce), and data analytics tools.
• Ability to work under pressure and meet tight deadlines.
• Customer-focused with a high degree of empathy and patience.
• Willingness to work night shifts is desirable.

Key Performance Indicators (KPIs):

• Resolution time for missing order inquiries.
• Customer satisfaction (CSAT) scores related to order investigation cases.
• Percentage reduction in lost or delayed packages.
• Efficiency of escalation and resolution processes.