VRMO Senior Investigation Specialist EN, KYC

Amazon Inc.; India; Hybrid; USD 90,000 - 130,000; Full time

Job summary

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.

Key responsibilities include identifying fraud patterns, investigating suspicious activity, enforcing policy guidelines, documenting actions, achieving productivity targets, and collaborating with business teams. Some travel or weekend hours may be required.

Qualifications

• Excellent written and spoken English, ability to compose concise and accurate responses.
• Demonstrated ability to work independently and make complex investigation decisions with little guidance.
• Excellent problem solving skills and attention to detail.
• Ability to manage risk through analysis of patterns and trends.
• Strong customer handling and conflict resolution skills, with focus on quality and experience.

Responsibilities

• Identify and help minimize risk posed by fraud patterns and trends.
• Investigate suspicious activity and behaviour that could pose a risk to Amazon, customers, or merchants.
• Investigate complex cases and deep dive when necessary.
• Maintain site quality by enforcing Amazon's Policy Guidelines.
• Document actions taken and escalate as needed to ensure resolution.
• Achieve weekly productivity and quality standards for investigations.
• Be prepared to work Saturdays and/or Sundays as needed.
• Communicate via email and telephone with sellers and customers to inform risk-based decisions.
• Collaborate with business teams on special projects and assignments.

Skills

Excellent English communication

Independent investigator

Attention to detail

Problem solving

Customer focus

Tools

Microsoft Office

Excel

Job description

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.

Key Job Responsibilities

• 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.

Basic Qualifications

• 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

Preferred Qualifications

• Experience in VRMO investigations processes and policies

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.