Sectigo
Computer Software
Retention&RefundsAnalyst
“Retention & Refunds Analyst at Sectigo. Skills: Refund processing, Order management, Case management, Documentation. Track, validate, and process refund requests. Ensure refunds are processed accurately and compliantly”
What You'll Achieve.
Refund accuracy and low rework / adjustment rate; Turnaround time (TAT) and SLA adherence for all refund cases; Audit compliance — complete traceability with minimal findings; Reduction in escalations related to refund processing or policy interpretation; Salesforce data quality — correct case classification and documentation completeness
Industry & Context.
Identify exceptions; Reconcile discrepancies; Exception handling
Full-time and in-office position, working 5 days a week from Chennai office, May require working in rotational shifts, Strict adherence to internal confidentiality, security, and compliance policies
What They're Looking For.
Must Have
Minimum of 2+ years of experience in billing operations, refund processing, customer support operations, or order management, Demonstrated experience working in a case management and SLA-driven environment, Ability to verify orders and manage certificate status (active/revoked/pending), Ability to manage customer orders, cancellations, and refunds, Ability to log, track, and update refund requests with correct Case Type or Case Reason classification, Working knowledge of Retail Refund Policy enforcement, Working knowledge of Certificate Revocation processes for certificate-based products, Clear written communication for case updates and internal/customer messaging, Ability to work independently, manage workload priorities, and consistently deliver within deadlines
Nice to Have
Bachelor's degree or equivalent practical experience in a related field, 2 to 5+ years of direct experience, May require working in rotational shifts to support global customer coverage, Role involves handling time-sensitive and escalated, customer-impacting cases with professionalism and discretion, Requires strict adherence to internal confidentiality, security, and compliance policies, Experience supporting certificate-based products (e.g., SSL/TLS or similar lifecycle-driven digital products), Exposure to compliance or certified support environments (audit readiness, controls, traceability), Familiarity with payment processing concepts — refund timelines, payment method constraints, and partial/full refund handling, attention to detail and documentation discipline, Sound policy adherence and good judgement in exception handling, Ability to collaborate cross-functionally with L1/L2 support, Finance, and management
What You'll Do.
and process refund requests
Ensure refunds are processed accurately and compliantly
Use Order Internal tools and Salesforce to validate eligibility
Perform certificate revocation where applicable
Execute refunds and maintain case documentation
Review and validate refund requests via Salesforce Cases
Confirm eligibility based on Retail Refund Policy
Identify exceptions and follow escalation workflow
Verify orders and customer entitlement in Order Management System
Check certificate status and associated timelines
Ensure Certificate Revocation lifecycle is completed
Manage order cancellations in Order management system
Process refunds accurately in line with policy
Reconcile discrepancies between internal Tools and Salesforce
Maintain accurate and complete Salesforce case notes
Ensure processing aligns with internal controls
Support audits by providing full traceability
Track recurring refund drivers
Provide inputs to improve refund workflows
Collaborate with L1/L2 support
How You'll Work.
Team & Collaboration
Collaborate with L1/L2 support, Finance, and other key stakeholders; Collaborate cross-functionally with L1/L2 support, Finance, and management
Communication Scope
Clear written communication for case updates and internal/customer messaging
Applying for this Retention & Refunds Analyst role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Sectigo?
Real rants from real employees. Read before you apply.