Shift: Night/US Shift
Location: Vadodara, Gujarat (On-site)
Job type: Permanent/Full time
Role Summary
The Recovery Analyst will be responsible for managing recovery cases arising from fraud, alerts, RDRs, and chargebacks. The role focuses on supplier engagement to acquire waivers, ensure maximum financial recovery, and maintain accurate documentation and compliance. This position requires strong communication skills, structured follow-ups, and the ability to manage high-volume queues efficiently.
Key Responsibilities:
Case Management & Recovery
- Handle recovery tickets generated from multiple sources, including fraud reviews, alerts, RDRs, and chargebacks.
- Proactively contact suppliers to request waivers using a defined outreach strategy (calls and emails).
- Follow the prescribed recovery workflow, including initial calls, follow-up emails, subsequent calls, and case closure.
- Ensure timely follow-ups to maximize waiver approval and recovery outcomes.
Supplier Communication
- Initiate outbound calls to suppliers to discuss recovery cases and negotiate waivers.
- Send follow-up and confirmation emails summarizing discussions and outcomes.
- Maintain professional and effective communication with external stakeholders.
Documentation & Tracking
- Accurately document all interactions, outcomes, and waiver decisions in the ticketing system.
- Update recovery status, financial adjustments, and transaction details in tracking tools.
- Ensure records are complete, audit-ready, and compliant with internal standards.
Productivity & Quality
- Manage daily workloads consisting of new cases and follow-ups.
- Meet defined productivity targets while maintaining high documentation accuracy.
- Adhere to SLAs, quality benchmarks, and compliance requirements.
Required Skills & Qualifications
Experience
- 0-1 years of experience in recovery, fraud operations, chargebacks, disputes, risk, or payments operations.
- Experience handling supplier or merchant communication is preferred.
Skills
- Strong verbal and written communication skills
- Ability to manage high-volume queues with structured follow-ups
- Good analytical and problem-solving skills
- High attention to detail and documentation accuracy
- Comfortable working with ticketing systems, spreadsheets, and internal tools
What We Offer:
- Transportation allowance
- Canteen Subsidy
- Health Insurance
- Tuition Reimbursement
- Work-Life Balance Initiatives
- Rewards & Recognition
Pay: ₹23,000.00 - ₹32,000.00 per month
Benefits:
- Commuter assistance
- Food provided
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
