Investigation Specialist Job in Amazon

DESCRIPTION

Job Description

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 Customers 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 technically competent, self-motivated individuals with the objective to deliver sustainable results that improve the customer experience. Ideal applicants will have experience in CTPS investigations. All candidates must be capable of succeeding in a fast-paced team environment with minimal supervision. The position relies on excellent judgment to plan and accomplish goals and will work under very limited supervision of the Manager. Excellent individual problem-solving and analytical skills are used to authenticate customers and complex transactions and accounts.


Responsibilities

- Demonstrates flexibility to work within different queues, with increased complexity or specialization based on current business needs
- Analyzes data through the use of data-mining to drive decision of dive deep issues
- Will provide support as and when required for overtime, deep dives, mentoring new batches, Kaizens, escalations and cross training
- Ensuring compliance with procedures and SLAs while achieving quality and performance metrics (Meet or Exceed all L4 Goals). Work on the Core queues and willing to switch between different functions as per business requirement.
- Continuously monitor all queues for both new and resolved items identifying where any misses may have occurred.
- Works on projects that design/improve tools or processes by testing and/or develops recommendations for management
- Communicates effectively both in verbal and written form on all investigative matters
- Executes on key team priorities and assists teammates with execution
- Participates in the development internal communication on key process changes for easy percolation to teammates
- Supports new hires or focus group investigators in the team to help them meet require performance standards

BASIC QUALIFICATIONS

Basic Qualifications

- Minimum 18 months of CTPS investigations experience.
- Should not have been on any active dev plan/CAG for the last 1 year.
- Should have met/ exceeded all the goals in the last 4 quarters and L4 IC goals for last 2 quarters
- Strong written and verbal communication skills including the ability to comfortably engage with internal and external customers
- Leverages team knowledge across several specialty areas to help resolve recurring customer issues
- Demonstrate the ability to self-manage on priority tasks and objectives
- 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
- Fast learner who seeks out and generously shares best practices

PREFERRED QUALIFICATIONS

Preferred Qualifications
- Minimum 18 months of Previous CTPS investigations experience in B2B Risk Investigations.

- Proficiency in more than one of the below languages:

. Java script within Browser
Advanced SQL
MS Power BI

Familiarity with language Syntax
- Good analytical and problem solving skills.