Risk Specialist , Executive Escalations

Amazon

Seattle, WA

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JOB DETAILS

LOCATION

Seattle, WA

POSTED

29 days ago

Description We are looking for an experienced fraud investigation specialist with strong analytical skills to become a member of our escalations team. This position will report to an 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. Summary of Responsibilities: Risk Specialists rely 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. Risk 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. Risk Specialists are technically competent, self-motivated individuals with the objective to deliver sustainable results that improve customer experience. Ideal candidates 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 & root cause analysis for executive leadership team. This role includes taking the initiative in researching root causes and suggesting process improvements. Key job responsibilities Results & Accountability: - Strong commitment towards outcomes to ensure Customer Experience is maintained - Interprets metrics/ data, diagnoses underlying issues, and recommends solutions to fix root cause - Ensures timely responses are provided to leaders and team members. Continuous Improvement: - Build and document learnings in SOPs & best practice documents specific to the investigation so that others can leverage the knowledge. - Develop and/or influences new ideas/approaches - Establish procedures, plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments - Develop tools/mechanisms to enhance and expedite decision making Communication: - Prepare daily/weekly reports to update senior management - Provide updates during weekly meetings to review metrics, misses and actions taken - Identify root causes and create action plans to address the errors seen. * Hold team members accountable for progress on key actions A day in the life - Take ownership of selected cases/ executives escalations - investigate, rescue customers and deep-dive the customer account and put together a customer journey. - Communicate findings to the wider audience including leadership - determine root cause and work with stakeholders to define preventative actions - Support Paragon and SIM queue management - Interpret data and identify abuse vectors wherever necessary - Implement scalable mechanisms to quickly detect abuse occurrences within the program. Basic Qualifications - Bachelor's degree, or 2+ years of fraud identification and detection, investigation and analysis for root causing and providing suitable preventive mechanisms experience - Experience effectively communicating complex concepts through written and verbal communication - Can show ablitiy to multitask in a fast-paced environment - Experience prioritizing and managing multiple responsibilities Preferred Qualifications - Experience communicating and presenting to senior leadership - Experience working with speech and text language data in multiple languages - Experience with data analysis and SQL Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 80,200.00 - 97,400.00 USD annually

About the Company

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

FOUNDED

1994

WEBSITE

http://Amazon.com/militaryroles

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