We are looking for an experienced fraud investigation specialist with strong analytical skills to become a member of our escalations team. This position will report to an Escalations Manager, in Buyer Risk Prevention (BRP) team. Our mission in BRP is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Through technology and resources, we manage risk across multiple geographies and markets that have their own diverse set of buyers. We focus on customers and scale through innovation. The BRP team safeguards the order pipelines by monitoring, tracking, and managing risk to ensure long term customer satisfaction.
Summary of Responsibilities:
Risk Specialists rely on judgment to plan and accomplish goals with nearly all decisions expected to be made independently with a high degree of accuracy and attention to detail. Individual problem-solving and analytical skills are used to authenticate customer behavior and transactions on Amazon accounts. Risk specialists are expert communicators and problem solvers obsessed with customer success. They have a passion for proficiency, and efficiently navigate formal and informal channels to advocate on customer’s behalf. They take full ownership of their functional issues and offer high quality solutions and are champions for proactive improvements. Risk Specialists are technically competent, self-motivated individuals with the objective to deliver sustainable results that improve customer experience.
Ideal candidates must be capable of succeeding in a fast-paced team environment with minimal supervision. This highly visible role includes serving as a subject matter expert and managing the relationship between various business teams to deliver detailed write-ups & root cause analysis for executive leadership team. This role includes taking the initiative in researching root causes and suggesting process improvements.
Key job responsibilities
Results & Accountability:
• Strong commitment towards outcomes to ensure Customer Experience is maintained
• Interprets metrics/ data, diagnoses underlying issues, and recommends solutions to fix root cause
• Ensures timely responses are provided to leaders and team members.
Continuous Improvement:
• Build and document learnings in SOPs & best practice documents specific to the investigation so that others can leverage the knowledge.
• Develop and/or influences new ideas/approaches
• Establish procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments
• Develop tools/mechanisms to enhance and expedite decision making
Communication:
• Prepare daily/weekly reports to update senior management
• Provide updates during weekly meetings to review metrics, misses and actions taken
• Identify root causes and create action plans to address the errors seen.
* Hold team members accountable for progress on key actions
A day in the life
• Take ownership of selected cases/ executives escalations - investigate, rescue customers and deep-dive the customer account and put together a customer journey.
• Communicate findings to the wider audience including leadership
• determine root cause and work with stakeholders to define preventative actions
• Support Paragon and SIM queue management
• Interpret data and identify abuse vectors wherever necessary
• Implement scalable mechanisms to quickly detect abuse occurrences within the program.
