Transaction Risk Investigator

Amazon India Limited; Hyderabad; Hybrid; INR 600,000 - 800,000; Full time

Job summary

Amazon India Limited is seeking an Investigation Specialist to join the Transaction Risk Management Team in Bangalore. The role involves investigating and eliminating online ecommerce risk, with emphasis on payments and trust/safety.

You will work with stakeholders across the organization and communicate with customers as needed. The ideal candidate has 1+ years in customer service, strong analytical skills, and the ability to perform with limited supervision in a fast-paced environment.

Qualifications

• 1+ years of customer service experience.
• Fluent English (spoken, written, reading).
• Experience with Microsoft Office applications.
• Flexible schedule including weekends, nights, holidays.
• Experience in payments or e-commerce.

Responsibilities

• Researches and evaluates facts surrounding seller transactions.
• Takes appropriate action on investigated transactions based on SOPs and tools.
• Documents actions with detailed annotations.
• Communicates with external customers via phone or email during investigations.
• Communicates with internal customers and peers via email, annotations, and phone.
• Understands issues and uses resources to resolve them.
• Escalates problems or variances to relevant owners/teams.
• Communicates with internal and external stakeholders.
• Understands performance metrics to drive business goals.
• Meets productivity targets and quality standards.

Skills

Customer service

English fluency

Flexible schedule

Payments experience

Tools

MS Office

Job description

Investigation Specialist Amazon India is seeking dedicated, hardworking, analytical candidates with a proven track record of performance and results-oriented thinking, to join the Transaction Risk Management Team in Bangalore. Candidates will be responsible for a wide range of duties related to the investigation and elimination of online ecommerce risk. Ideal applicants will have experience in the ecommerce payments space, previous trust and safety experience, and experience succeeding in a customer-driven workplace. All candidates will be analytical and capable of succeeding in a fast-paced team environment. These Investigators position relies 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. The Transaction Risk Investigator will be required to engage in frequent written and verbal communication with department management, risk analysts, risk engineers, other company associates and third-parties to accomplish goals. They may also be required to contact customers by phone. Productivity and quality assurance will be evaluated along with the overall contribution to the development of the department.

Key job responsibilities

• Researches and evaluates facts surrounding seller transactions
• Takes appropriate action on investigated transactions based on established standard operation procedure and tools
• Documents their actions by providing detailed annotations
• Communicates with external customers via phone or email during the investigation process
• Communicates 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 escalates problems or variance in the information to the relevant owners/ teams according to processes and standard
• Communicates with internal and external stakeholders
• Understand performance metrics to create analysis for driving business goals
• Meet predetermined and assigned productivity targets and quality standards

A day in the life

• Demonstrated problem solving and analytical skills
• Proven ability to work productively and efficiently in an independent setting
• Proven ability to clearly communicate with managers and associates at all levels
• Global perspective and solid understanding of business objectives
• Excellent attention to detail and work with the highest level of accuracy

Basic Qualifications

• 1+ years of customer service experience
• Speak, write, and read fluently in English
• Experience with Microsoft Office products and applications
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience in payments or e-commerce

Preferred Qualifications

• Excellent written and verbal communication skills
• Delivered strong Performance on key metrics for the past 12 months.
• 6+ months in the role, worked on one or more operational workflows, queues, or functional domains within the team and/or department.

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Experience Level Entry Level