1. Minimum 12 months of tenure of KYC investigation
2. Should not have been on any active dev plan/CAG for the last 12 months.
3. Should have met all role associated performance metrics for the past 4 quarters
4. Strong written and verbal communication skills including the ability to comfortably engage with internal and external customers
5. Proficient in reading, listening and writing with an ability to compose grammatically correct, concise and accurate written responses.
6. Proficiency in transaction risk investigation knowledge and process
7. Capability to handle ambiguity and resolve investigations with complexity
8. Leverages team knowledge across several specialty areas to help resolve recurring customer issues
9. Demonstrates the ability to self-manage on priority tasks and objectives
10. Demonstrates a level of subject matter expertise through mentorship, frequently leading/contributing to daily huddles and/or conducting trainings
11. Have the ability to research complex use cases that involves multiple customer contacts, determining the root cause(s) for the issue and ability to track resolution of process improvement initiatives owned by other teams as a result of your proposals
12. Fast learner who seeks out and generously shares best practices

Applicants from ORK, LHR, BCN can apply

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.

Sr. Investigation 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 the Customer’s behalf. They take full ownership of their functional issues and offer high quality solutions and they are the champion for proactive improvements.

The Sr. Investigation Specialists are competent, self-motivated individuals with the objective to deliver sustainable results that improve the customer experience.

We are specifically seeking applicants with fluent English and one of the following language skills /CN/FR/IT/ES/DE/NL/SE/PL/TR/VN/PT/TH/TA/HI* to support our operations teams.

• As we have EN only roles applications will be accepted where investigator has EN only.

Candidate Requirements

• Candidate has consistently met all L3 metrics for the past 4 quarters and has consistently met all L4 metrics for at least the prior 2 quarters
• Candidate embodies Amazon’s Leadership Principles and is a role model amongst their peers.
• Candidate has shown willingness in current role to go ‘above and beyond’ for the customer this can be demonstrable through actions such as:
• Is a Subject Matter Expert on speciality topics not limited to APAY, SU or LE processes
• Ownership and or participation in QA huddles, QA mentoring and coaching within their team environment.
• Engagement and participation in Operational projects that support delivery of operational excellence for our customers.
• Leading and owning team meetings/ team engagement/ key team priorities and assists teammates with execution.
• Participates in the development of internal communication on key processes to assist teammates in understanding change.

We recommend candidates discuss the role in advance with their manager before submitting an application
Please note a written assessment will be part of the interview process

Key job responsibilities

• 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.
• Communicate via email and telephone with sellers and other external and internal customers to make informed decisions about risk.
• Take appropriate action based on established procedures and document those actions. When procedures are not available, follow established escalation paths to ensure resolution.
• Participate in other special projects/assignments and collaborate with appropriate business teams as necessary.
• Achieve weekly productivity and quality standards for investigations
• Proficiency in multi-skill or multi-org experience
• Experience in RCO investigations processes and policies
• Excellent written and spoken English and one of the following language skills: CN/FR/IT/ES/DE/NL/SE/PL/TR/VN/PT/TH/TA/HI
• Experience handling seller escalations in these orgs
• Medium skilled in project management
• Analytical skills on excel. Statistical skills will be a bonus.
• Proficiency in MS Office software

To proceed with the application, we will reach out to the line managers of the candidate and request a Toll Gating Document that outlines each candidate’s performance.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.