Retention & Refunds Analyst

We are looking for a talented Retention & Refunds Analyst to join our growing global team at Sectigo.

The Retention & Refunds Analyst is responsible for the end-to-end tracking, validation, and processing of refund requests for certificate-based products within a technical support environment. This role ensures refunds are processed accurately, within defined policy timelines, and in full compliance with operational controls and audit requirements. The analyst works across Order Internal tools and Salesforce to validate eligibility, perform certificate revocation where applicable, execute refunds, and maintain complete case documentation.

Please Note: The Reporting Manager and the Work Arrangement requirements may be modified and redesigned based on business needs to ensure operational flexibility and organizational effectiveness.

This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam. 

Here are the core functions, responsibilities, and expectations for this role: 

Refund Eligibility Review & Case Handling

• Review and validate refund requests submitted by customers through Salesforce Cases.
• Ensure Case Type / Case Reason fields are correctly selected for accurate routing and reporting (e.g., Billing → Refunds).
• Confirm eligibility based on the Retail Refund Policy (retail orders refundable within 30 days from the order issue date).
• Identify exceptions — including out-of-policy requests, missing information, or disputes — and follow the defined escalation and approval workflow.

Order & Certificate Lifecycle Management

• Use the Order Management System to verify orders and confirm product and customer entitlement.
• Check certificate status (active, revoked, or pending) and associated timelines.
• Ensure the Certificate Revocation lifecycle is completed, where required, prior to refund approval — coordinating with Certificate Operations or relevant internal teams as needed.

Billing Platform Execution

• Use Order management system to manage order cancellations where applicable.
• Process refunds accurately — including amount, payment method, and transaction references — in line with policy and internal controls.
• Reconcile discrepancies between internal Tools and Salesforce, and document all resolution steps.

Documentation, Compliance & Audit Readiness

• Maintain accurate and complete Salesforce case notes, status updates, and supporting evidence at all times.
• Ensure all processing aligns with internal controls, certification program requirements, and audit expectations.
• Support audits by providing full traceability — including case history, references, revocation confirmation, and approval trails.

Operational Excellence & Continuous Improvement

• Track recurring refund drivers such as issuance issues, customer cancellation reasons, and provisioning delays.
• Provide inputs to improve refund workflows, templates, macros, and knowledge documentation.
• Collaborate with L1/L2 support, Finance, and other key stakeholders to reduce rework and minimize escalations.

Performance Measures / Success Metrics

• 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.

Additional tasks associated with this position may be assigned in response to company initiatives and business needs.