Risk Specialist - EN, SPIV

DESCRIPTION

Amazon's Selling Partner Identity Verification (SPIV) team works to ensure that bad actors cannot profit from using our services to abuse Customers, Selling Partners or our Store.
‘In-Person Investigation (IPI)’ process that provides partner teams the flexibility to verify customer information for multiple use cases and action types, and vends ground truth data to 1) train risk models that detect identity and payment instrument abuse, 2) provide legally defensible evidence to deny disbursement to bad actors and support arbitration, 3) detect bad actors exploiting dormancy and 4) support SPS teams in escalations and deep dives. This team lives within the SPIV organization which believes in solving problems, taking on every challenge and identifying the camouflaged bad actors with an exceptional amount of pride.
Our mission is to remove bad actors who come to our store with the intent to abuse our customers and violate our policies by obfuscating their identities to enable them to evade our registration and relations safeguards. We execute this through In-Person Investigations (IPI) and we believe in holistic review of accounts which includes registration exploits, listings abuse, counterfeit, product review abuse, fraudulent MO's, relations, ownership transfer, drop shipping, external identity verification tools. We are looking for a strong group of people specializing in video verification, supply chain, document investigations and risk management.

Key job responsibilities
1. Performs investigation through calling (video verification) and appeals process based on high judgement to identify bad actors in Fulfillment Centre. 2. Risk mitigation by continuously giving process improvement, enforcement review, risk mining, queueing improvement etc. ideas.
3. Creates, updates learning modules and support the program in driving improvements to ensure the best customer experience.
4. Communicates to business leaders on pre-defined guidelines with data and resolves issues with limited guidance.
5. Work in sync with Program Managers, Risk Managers/Business Analyst and create mechanisms, strategies to achieve the program goals.
6. Adheres to set targets on productivity and quality.
7. Manages escalations on routine and predefined tasks with minimal supervision.
8. Learns new tools / SOPs / processes with minimal supervision.

BASIC QUALIFICATIONS

• Bachelor's degree or equivalent
• Work rotating shift schedules and variable days off
• Experience in written and spoken English and an ability to compose grammatically correct, concise and accurate written responses
• Should have a minimum of 12 months tenure as an L4 IC in Risk Investigations team.
• Leverages team knowledge across several specialty areas to help resolve recurring seller issues
• Demonstrate the ability to self-manage on priority tasks and objectives
• Ability to think beyond the Standard Operating Procedures (SOPs) and recommend the right outcome

PREFERRED QUALIFICATIONS

• Experience in conducting In-person Verification/RA/AP/PQ investigations is an advantage.
• Experience working in relevant industries such as seller experience, Investigations, Risk management, etc.
• Proficiency in Hindi/ Arabic/Turkish is advantageous.
• Knowledge of Microsoft Office products and applications (esp. MS Excel, Word, Outlook).

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.