Risk Specialist , Executive Escalations

We are looking for an experienced fraud investigation specialist with strong analytical skills to become a member of our escalations team. This position will report to an Escalations Manager in Buyer Risk Prevention (BRP) team. Our mission in BRP is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Through technology and resources we manage risk across multiple geographies and markets that have their own diverse set of buyers. We focus on customers and scale through innovation. The BRP team safeguards the order pipelines by monitoring tracking and managing risk to ensure long term customer satisfaction.

Summary of Responsibilities:
Risk Specialists rely on judgment to plan and accomplish goals with nearly all decisions expected to be made independently with a high degree of accuracy and attention to detail. Individual problem-solving and analytical skills are used to authenticate customer behavior and transactions on Amazon accounts. Risk 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 customers behalf. They take full ownership of their functional issues and offer high quality solutions and are champions for proactive improvements. Risk Specialists are technically competent self-motivated individuals with the objective to deliver sustainable results that improve customer experience.

Ideal candidates must be capable of succeeding in a fast-paced team environment with minimal supervision. This highly visible role includes serving as a subject matter expert and managing the relationship between various business teams to deliver detailed write-ups & root cause analysis for executive leadership team. This role includes taking the initiative in researching root causes and suggesting process improvements.


Key job responsibilities
Results & Accountability:
Strong commitment towards outcomes to ensure Customer Experience is maintained
Interprets metrics/ data diagnoses underlying issues and recommends solutions to fix root cause
Ensures timely responses are provided to leaders and team members.

Continuous Improvement:
Build and document learnings in SOPs & best practice documents specific to the investigation so that others can leverage the knowledge.
Develop and/or influences new ideas/approaches
Establish procedures plans and practices which promote the adoption of appropriate solutions and sustainability of desired results in complex operational environments
Develop tools/mechanisms to enhance and expedite decision making

Communication:
Prepare daily/weekly reports to update senior management
Provide updates during weekly meetings to review metrics misses and actions taken
Identify root causes and create action plans to address the errors seen.
* Hold team members accountable for progress on key actions

A day in the life
Take ownership of selected cases/ executives escalations - investigate rescue customers and deep-dive the customer account and put together a customer journey.
Communicate findings to the wider audience including leadership
determine root cause and work with stakeholders to define preventative actions
Support Paragon and SIM queue management
Interpret data and identify abuse vectors wherever necessary
Implement scalable mechanisms to quickly detect abuse occurrences within the program.

- Bachelors degree or 2 years of fraud identification and detection investigation and analysis for root causing and providing suitable preventive mechanisms experience
- Experience effectively communicating complex concepts through written and verbal communication
- Can show ablitiy to multitask in a fast-paced environment
- Experience prioritizing and managing multiple responsibilities

- Experience communicating and presenting to senior leadership
- Experience working with speech and text language data in multiple languages
- Experience with data analysis and SQL

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 80200.00 - 97400.00 USD annually