Investigation Specialist

About the role

Amazon India's Transaction Risk Management Team in Bangalore is seeking an Investigation Specialist to investigate and eliminate online ecommerce risk. The role involves researching seller transactions, authenticating customers and complex transactions, taking action based on SOPs and tools, documenting actions, and communicating with internal and external stakeholders via phone, email, and annotations. Candidates work under limited supervision with a high degree of independence, accuracy, and analytical judgment. Location: Hyderabad - Virtual, TS, IND. Work model: flexible schedule/shift/work area, including weekends, nights, and/or holidays.

What you’ll do

• Researches and evaluates facts surrounding seller transactions
• Takes appropriate action on investigated transactions based on established standard operation procedure and tools
• Documents 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
• Understands the issue and makes best use of available resources to resolve it
• Systematically escalates problems or variance in the information to relevant owners/teams according to processes and standards
• Understands performance metrics to create analysis for driving business goals

What you’ll bring

• 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

Nice to have

• 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

Skills