DESCRIPTION
The Customer Trust team designs and implements policies, tools and process innovations to protect customers. In Customer Trust, we conduct deep dive reviews of potential abuse, manage customer performance, and support operational compliance functions.
The ideal candidate should be passionate about helping us ensure that customers may make trusted purchasing decisions, and sellers are able to successfully list and sell their products. Investigation decisions are not only fundamental to helping protect customers and sellers but will help maintain the health of the AbeBooks product listings ecosystem. Investigation Specialists demonstrate analytical and quantitative skills to use data and metrics to perform investigations. They communicate suspicious account activity and new fraud patterns to stakeholders and take appropriate actions to identify and minimize the risks posed by fraud patterns. Investigation Specialists work closely with the Customer Support team to address customer questions and concerns regarding ongoing investigations and compliance initiatives.
Key job responsibilities
• Investigate suspicious activity and behaviour that could pose a risk to AbeBooks, our customers, or sellers.
• Use a combination of manual and automated tools to gather data and conduct ad-hoc investigations.
• Provide prompt and efficient responses to AbeBooks customers and sellers by email and phone.
• Ensure compliance with procedures and SLAs while achieving quality and productivity metrics.
• Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions.
• Escalate emerging issues and fraud related issues with a high sense of urgency.
• Demonstrates the ability to self-manage on priority tasks and objectives.
• Maintain confidentiality of sensitive information.
• Use SQL, Tableau and other tools to conduct investigations
BASIC QUALIFICATIONS
- 1+ years of customer service experience
- 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
- Speak, write, and read fluently in English
PREFERRED QUALIFICATIONS
- Knowledge of credit card processing, payment fraud investigation and prevention techniques
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, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.
The base salary for this position ranges from $48,600/year up to $73,000/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.