Gift Card Fraud CX Program SpecialistAmazon.com, Inc. - Seattle, WA
Job DescriptionUse your Customer Obsession to make Amazon Gift Cards the best, safest gift to give or receive. The Gift Cards team is looking for an owner of own end to end policy and process improvement related to customer service handling and detection/prevention of gift card fraud. This leader will engage with global service owners to own the resolution and remediation of escalated issues while being persistent and dogged in the pursuit of true root cause analysis. This position also requires a candidate who has the ability to quickly build trust, communicate effectively, drive process improvements, and keep pace with our explosive growth, while motivating others to meet the challenges of a deadline-driven environment. Given the global nature of our business, some travel (10%) should be expected. This newly created position will report into the Gift Card Business.Job Duties: 1. Gain and maintain a thorough understanding of Gift Card Customer Service process across all distribution channels \u2013 know who we are and how we serve our customers.2. Engage regularly and consistently with operations and business owners to understand their needs and their processes to build a the most efficient and effective working process. 3. Collaborate with the investigations team process owners to refine and improve the workflow between teams, ensuring SLA is met on all sides 4. Monitor the overall GC CS fraud program at regular intervals to see what\u2019s working, what\u2019s not and make incremental and iterative changes as appropriate the keep the standard work relevant. 5. Ensure the voice of the customer is reflected through all program-related work. 6. Challenge assumptions of why a process or service failed; ask the tough questions to get to the root cause of the problem and use excellent judgement to determine best response actions in ambiguous and new situations. 7. Identify trends and themes in the data to see where we have larger issues that need to be addressed; meet with service owners to discuss the data and determine how to move forward with next steps. 9. Drive regular reporting in MBRs and QBRs, as well as ad hoc reporting for service and business leaders.10. Own resolution of individual escalations by working with customer service/business/investigation teams.
Basic Qualifications· 5 years of experience in Risk, Compliance, Fraud, or Audit, preferably in a business software, consumer financial services, retail or online services company.· Strong internal and external customer focus. · Excellent communication skills, both verbal and written. Ability to communicate with a wide variety of audiences both internal and external to the company. Ability to compose clear, concise, and correct written responses on complex issues.· Must possess a sense of urgency and an appreciation for working in a fast-paced, deadline oriented environment. Ability to manage multiple priorities simultaneously. · Experience working with cross-functional teams, i.e. Legal, HR, Risk/Compliance, Security, and Audit.· Strong analytical and problem-solving skills.· Demonstrated ability to manage, motivate, and influence work and team behaviors. · Demonstrated positive, results oriented attitude and passion for customer experience · Ability to maintain high levels of confidentiality and data security standards· Experience with Microsoft Office, including Outlook, Word, and Excel.
Preferred Qualifications· Previous experience in programs for Risk/Fraud/Loss Prevention investigations and fraud scenarios. · Bias for action, strong work ethic, and desire to achieve excellence · Deep \u201ccross-functional\u201d experience with a proven record of achieving results when partnering with multiple groups· Knowledge of Credit and Debit payments systems, especially Prepaid (Gift Card) products· Prior experience in a B2B environment, interacting and communicating with external corporate clients, vendors, and partners· Relevant Audit, Risk, or Security certifications (CIA, CISA, CISSP, CISM)· Experience in Amazon CS or TRMS, familiarity with Amazon business processes and tools (e.g. CSC, CTI)Amazon is an equal opporunity employer.
6 days 12 hours ago
applyGift Card Fraud CX Program Specialist Amazon.com, Inc. - Seattle, WA, United States
Amazon, a Fortune 500 company based in Seattle, Washington, is the global leader in e-commerce. Since Jeff Bezos started Amazon in 1995, we have significantly expanded our product offerings, international sites, and worldwide network of fulfillment and customer service centers. Today, Amazon offers everything from books and electronics to tennis rackets and diamond jewelry. We operate sites in Canada, China, France, Germany, Italy, Japan, Spain and United Kingdom and maintain dozens of fulfillment centers around the world which encompass more than 26 million square feet.
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