Transaction Risk Investigator - Buyer Protection at Amazon

Buyer Protection (A-Z guarantee claims & charge backs)

Investigators in this position process customer disputes submitted by Amazon.com’s customer service department or by the buyers via our online form. This is an operational decision-making role that is very different from a typical customer service position in that high levels of discrimination and judgment are required during the investigation process to protect the interests of all involved. Persons in this position will also work on projects to minimize bad debt based on evaluation of third party seller profiles and buyer profiles. This is an exciting role that carries with it great responsibility.

Key areas of responsibility:

• Evaluate and determine the final disposition of Amazon A-to-z Guarantee claims correctly and efficiently, and in accordance with guidelines
• Respond to and resolve questions and concerns raised by Amazon Customer Service or Technical Account Managers/Seller Support
• Respond to and resolve questions or concerns raised by buyers and third party sellers
• Participate in special assignments to reduce bad debt for Amazon.com or improve the effectiveness and efficiency of the team's processes

As the investigator becomes more proficient, there is opportunity for additional projects and increasing responsibilities.

Requirements:

• Strong written communication skills. In particular, experience using and modifying pre-defined “blurbs” for communicating with customers.
• Analytical decision-making skills. Ability to gather data from different sources in order to compile a picture for critical decision-making.
• Strong verbal communication skills needed to work with teammates and other fraud department groups.
• Demonstrated interpersonal skills, ideally gained through previous work experience in a customer service role
• Ability to use web-based and command line tools to view and resolve disputes (such as UNIX, Internet Explorer, etc.)
• Ability to work independently, balance workload proactively and communicate results to peers and supervisors
• SQL and Oracle query tools for mining data and creating reports for management
• Project Management experience a plus but not required
• French or German foreign language skills a plus but not required

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