VRMO Senior Investigation Specialist EN, KYC

Description

Amazon is looking for a Senior Investigation Specialist, to evaluate high-risk transactions and safeguard Amazon's global customer base, profitability, and brand while maintaining a high bar of customer experience.

• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.
• Investigate suspicious activity and behaviour that could pose a risk to Amazon, our customers, or merchants.
• Investigate complex cases and deep dive where necessary.
• Maintain Amazon's site quality by enforcing Amazon's Policy Guidelines.
• Take appropriate action based on established procedures and document those actions. When procedures are not available, follow established escalation paths to ensure resolution.
• Achieve weekly productivity and quality standards for investigations.
• Be prepared to be flexible with working hours and work Saturdays and/or Sundays.
• Communicate via email and telephone with sellers and other external and internal customers to make informed decisions about risk.
• Participate in other special projects/assignments and collaborate with appropriate business teams as necessary.

• Excellent written and spoken English and the ability to compose grammatically correct, concise and accurate written responses
• Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers
• Demonstrated ability to work independently and make complex investigation decisions with little to no guidance
• Excellent problem solving skills
• Demonstrated ability to analyse and solve problems with key attention to detail and ability to identify unfamiliar MOs
• Exceptionally strong customer handling and conflict resolution skills, with a keen focus on quality and customer experience.
• Self-disciplined, diligent, proactive and detail oriented
• Ability to adapt easily to change and learn quickly within a fast-paced environment.
• Strong organizational skills
• Effective prioritisation of work time to ensure productivity, fulfil department standards for time spent and individually prioritize multiple tasks of competing urgency
• Demonstrated ability to exceed expectations regarding performance and individual contribution
• Ability to maintain high levels of confidentiality and data security standards
• Experience with Microsoft Office, including Outlook, Word, and Excel
• Passionate commitment to Amazon's emergence as the world's most customer-centric company

• Experience in VRMO investigations processes and policies

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