Investigation Specialist, Fraud Prevention Operation

DESCRIPTION

Fraud Prevention will be responsible for a wide range of duties related to the investigation and Elimination of online ecommerce risk. They will have experience in the ecommerce payments space, previous trust and safety experience and experience succeeding in a customer-driven workplace. Investigators will be analytical and capable of succeeding in a fast-paced team environment. These Investigator 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. SPR Investigator will be required to engage in frequent written and verbal communication with department management, risk analysts, risk engineers and other associates to accomplish goals. Productivity and quality assurance will be evaluated along with the overall contribution to the development of the department.

Roles and Responsibilities:

This includes, but is not limited to:

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 escalate problems or variance in the information to the relevant owners/ teams according to processes and standard

Communicate with internal and external stakeholders

Understand performance metrics to create analysis for driving business goals

Meet predetermined and assigned productivity targets and quality standards

Basic Qualifications

Education Qualification: Graduate in any discipline

Work Experience: 0 to 4 years

Communication Skills- Excellent communication skills (written and spoken) English language

Ability to handle and interpret large sets of data

Demonstrated ability to work in a team in a very dynamic environment

Preferred Qualifications

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

Additional Information:

Shifts: Rotational (it is a 24*7 shift environment and shifts are rotational - changes every 3-4 months')

Weekly Off: Rotational two- day off (it is a 5-day working week with 2 days off. The off days changes every 3-4 months)

About the team

The mission of Fraud Prevention is to build trust with all its Customers & Partners - Buyers, Brands, Vendors, Sellers, and Employees - in reality and perception. Scaling through technology, analytics & science and inverting the curve on headcount & cost growth. Being a center of excellence that develops technology, science, and processes to achieve our goals in a fashion that is scalable, decoupled and easily leveraged across Amazon and externally.

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

NA

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