Amazon

DESCRIPTION

At Amazon we believe that every day is still day one.

• Works across team(s) and Ops organization WW to enable investigators to take right action for customers 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 selling partner issues.
• Structures and develops implementation of 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.
• Process Improvements: As an RCM Specialist, the candidate would need to identify operational inefficiencies and work towards existing procedures/SOPs to be enhanced.
• Soft skills: RCM Specialists will be speaking directly with selling partners on a daily basis. As a result, strong communication skills will be required

Key job responsibilities

• Portuguese Language skills are required.
• At least 12 months KYC experience.
• Demonstrates flexibility to work in different queues, with increased complexity based on current business needs
• Analyses data through the use of data-mining to drive decision of dive deep issues
• Works on specialized queues.
• Will provide support as and when required for deep dives, mentoring new batches, Kaizens, escalations and cross training
• Participates in deep dives and/or escalations
• 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
• Participates in the development internal communication on key process changes for easy percolation to teammates

A day in the life

Individual will be accountable for responding and solving issues for our selling partners stuck in registrations within a defined SLA as per target. Individual should demonstrate excellent functional skills and the ability to work independently while using departmental resources, policies and procedures. Maintains a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues

BASIC QUALIFICATIONS

• Should have a minimum of 12 months tenure (beyond Training and Ramp duration) as an Investigator in KYC functions.
• 3 months + Experience in KYC High Risk Tasks
• Willingness to work in rotational shifts
• Process expertise in KYC is a must
• Previous experience calling customers / selling partners

PREFERRED QUALIFICATIONS

• Advanced Excel
• Completion and delivery of sort to mid-term projects
• Previous call center / sales telephone calling experience

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.