Investigations Advisor Screening

Job description

DESCRIPTION

What is TRMS?
Our mission in Transaction and Risk Management Services (TRMS) is to make Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Through technology and our people we manage risk across multiple geographies for multiple markets having its own diverse set of buyers and sellers. We focus on customers and scale through innovation. The TRMS team safeguards the order pipelines by monitoring, tracking, and managing risk to ensure long term customer satisfaction.

Job Description
Works across team(s) and Ops organization WW to enable investigators to take right action for customer and drive business metrics.

Partner with managers at the sites/functions to continuously evolve advisor role and provide feedback to operations team based on the trend analysis and patterns observed through advisor-investigator working relationship

Structures and develops implementation plans and works with Ops leaders to pilot and test new solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level.

Basic Operations: The candidate needs to be able to drive results as in a production environment. Will be accountable for responding and solving investigator queries within a defined SLA as per target.
Will be answerable to managers and leaders across sites and must lead her/his investigator team towards meeting the operational metrics of quality, productivity.

People management: The Advisor would be responsible for investigator query resolution with minimal repeat contacts and establish communication in developing investigators for basic production work.

Process Improvements: As as Advisor, the candidate would need to identify operational inefficiencies can be removed and existing procedures/SOPs be enhanced.

Desired profile

BASIC QUALIFICATIONS

· Should be an L4 Investigator with a strong process knowledge in their respective function
· Should have a minimum of 6 months tenure (beyond Training and Ramp duration) as an Investigator in Screening function
· Should have had the exposure of advising peer Investigators
· Proven experience across the domain of Risk Management & Fraud and knowledge of Advisor function
· Strong verbal and written communication skills
· Coaching and leadership skills that bring out the best of the team
· Should have ability to deal with ambiguity in a constantly changing/ fast paced environment
· Ability to manage virtual teams and appreciation towards cross cultural nuisances
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