Sr. Escalation Specialist, BRP Escalations
DESCRIPTION
We are looking for an experienced fraud investigator with analytical skills to become a member of our investigations team in Bangalore. This position will report to 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.
Although the position will be located in Bangalore, the successful candidate will be required to conduct investigations worldwide as necessary.
Key job responsibilities
Sr. Escalation Specialists relies 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. Sr. Escalation 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. Sr. Escalation Specialists are technically competent, self-motivated individuals with the objective to deliver sustainable results that improve customer experience.
Ideal candidate 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 for executive leadership team. This role includes taking the initiative in researching root causes and suggesting process improvements.
This role is open to those with prior experience in buyer risk investigations process. We are looking for an experienced fraud investigator with analytical skills to become a member of our investigations team in Bangalore. This position will report to 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. Although the position will be located in Bangalore, the successful candidate will be required to conduct investigations worldwide as necessary.
About the team
Buyer Risk Prevention (BRP) Escalations team provides complete end to end management of customer issues that have been raised to members of the senior leadership team. This will frequently involve escalations from Jeff Bezos, Andy Jassy, VPs, Directors or Country Managers. Using their functional expertise, the team are responsible for resolving the initial issue and then working with key stakeholders to devise improvement contingency in order to mitigate the same issues from occurring again.The team provide deep dive and analysis skills to source out the root causes and will then articulate their findings back to the source of the escalation.
BASIC QUALIFICATIONS
• Bachelor's degree, preferably in an analytical field or an equivalent of minimum five years’ industry experience in risk management and fraud investigations space performing in-depth research and analysis.
• Current experience in investigations processes and policies. Knowledge of buyer risk investigation process is mandatory for this role.
• Written and verbal communication skills.
• Ability to be adaptable and flexible in responding to deadlines.
• Be able to leverage knowledge across several functional areas and help resolve recurring customer issues.
• Demonstrated ability to self-manage and prioritize tasks and objectives.
• Ability to create and manage relationships with members of other business teams to foster collaboration and team work.
• Ability to research complex use cases that involves multiple customer contacts, determining the root cause(s) for the issue and ability to track resolution of process improvement initiatives owned by other teams as a result of recommendations.
• Experience in e-commerce/on-line companies in fraud/risk control functions.
• Ability to work effectively in a multi-task, high volume environment
• Flexibility to work various shifts, including working weekends or alternative start-end times, and overtime hours as per business requirement.
PREFERRED QUALIFICATIONS
• Ability to interact with senior and corporate leadership
• Ability to use data and analytics to make informed decisions
• Proficiency in multiple international languages.