Description

The Investigation Specialist I, is responsible for conducting investigations into suspected fraudulent activity, they will use available resources to make decisions in identifying fraudulent activity such as: account take over, new account fraud, friendly fraud, return abuse and similar fraud schemes. This role will report to the Manager of Fraud & Risk Operations. Successful candidates will be responsible for validating and verifying customer data, investigating fraud alerts and reviewing customers order history patterns. The Investigation Specialist I, is responsible for ensuring that pre-established department standards are achieved and maintained. Given rapidly evolving fraud patterns, the role is pivotal in suggesting new strategies to combat customer fraud/abuse in order to protect the business while optimizing customer experience.

Key job responsibilities

• Gather thorough/accurate evidence on multiple case assignments including: fraudulent transactions on our ecommerce and subscription platforms.

• Identify and escalate any detected system deficiencies.

• Communicate effectively complex scenarios to a variety of audiences.

• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.

• Have the ability to make decisions autonomously, consulting with management and Senior Investigators on more complex issues.

• Consistently achieve/exceed weekly productivity and quality standards.

• Come in contact with highly sensitive and confidential information.

A day in the life

The Investigation Specialist I, focuses on order review, fraud detection and investigating external/internal fraud-related activity on a global scale in (e-commerce and subscription) platforms. You'll work in tandem with the security, finance, E-commerce, and customer service leadership teams, so verbal and written communication is essential. The role is set for Monday - Friday.

About the team

The Fraud Risk Operation team focuses on fraud detection, chargeback handling and investigating external/internal fraud-related activity. Our objective is to ensure we mitigate fraudulent attacks, improve sales performance, prevent chargebacks and minimize revenue loss. Our mission is to ensure the E-commerce industry maintain its integrity while safeguarding the marketplace.

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

Preferred Qualifications

• Speak, write, and read fluently in English

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,200/year in our lowest geographic market up to $64,300/year in our highest geographic market. Pay is based on a number of factors including market location 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. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.