Investigation Specialist "Please note that this job is a seasonal role (FTC) on the payroll of Amazon."
About the team The mission of Shopping Experience Protection Operations is to build trust with all its Customers & Partners - Buyers, Brands, Vendors, Sellers, and Employees - in reality and perception. Scaling through technology, analytics & science and inverting the curve on headcount & cost growth. Being a center of excellence that develops technology, science, and processes to achieve our goals in a fashion that is scalable, decoupled and easily leveraged across Amazon and externally.
The Selling Partner Risk Operations Investigator will be responsible for a wide range of duties related to the investigation and elimination of online ecommerce risk. They will have experience in the ecommerce payments space, previous trust and safety experience, and experience succeeding in a customer-driven workplace. Investigators will be analytical and capable of succeeding in a fast-paced team environment.
These Investigator positions rely on excellent judgment to plan and accomplish goals and will work under very limited supervision of the Manager. Excellent individual problem-solving and analytical skills are used to authenticate customers and complex transactions. Nearly all decisions are expected to be made independently with little to no guidance and a high degree of accuracy.
TSE Investigators will be required to engage in frequent written and verbal communication with department management, risk analysts, and risk engineers. They may also be required to contact customers by phone, email, and Paragon case creation tools. Productivity and quality assurance will be evaluated along with the overall contribution to the development of the department.
Key job responsibilities This includes, but is not limited to:
- Meet predetermined and assigned productivity targets and quality standards
- Research and evaluate facts surrounding seller transactions
- Take appropriate action on investigated transactions based on established standard operating procedures and tools
- Document their actions by providing detailed annotations
- Communicate with external customers via phone or email during the investigation process
- Communicate with internal customers and peers in person, via email, annotations and phone during and following the investigation process
- Understand the issue and make best use of the available resources to resolve it
- Systematically escalate problems or variances in the information to the relevant owners/teams according to processes and standards
- Communicate with internal and external stakeholders
- Understand performance metrics to create analysis for driving business goals
A day in the life A day in the life of an Investigation Specialist involves following the SOP, feedback, and guidance provided to ensure incoming requests are fulfilled with optimal productivity, quality, and within set SLAs. You support the team and organization in various projects.
Basic Qualifications
- 1 years of customer service experience
- Speak, write, and read fluently in English
- Experience with Microsoft Office products and applications
- Work a adaptable schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in payments or e-commerce
Preferred Qualifications
- 6 months of customer service experience
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit Amazon Accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Locations
- IND, TS, Hyderabad - Virtual
📌 Investigation Specialist, Brand Protection Business Operations [BPBO] (India)
🏢 Amazon
📍 India