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We are seeking a highly skilled and experienced Risk Management Specialist to join our Account Health Support team at Amazon. As a Risk Management Specialist, you will play a critical role in ensuring the success of our sellers by identifying and mitigating potential risks associated with their accounts.
Key Responsibilities- Gain and maintain a thorough understanding of Account Health Support programs and services, including our policies and procedures.
- Build strong relationships with selling partners across the program, providing prompt and efficient education and service to Amazon sellers.
- Proactively identify and escalate outstanding issues, questions, and concerns to ensure timely resolution.
- Maintain a positive and professional demeanor, always portraying the company in a positive light while effectively managing critical issues.
- Liaise with other departments as required to resolve seller's issues and questions.
- Identify and provide solutions to seller and risk manager success barriers, driving change through business improvement initiatives.
- Demonstrate excellent time-management skills and the ability to work without assistance while using departmental resources, policies, and procedures.
- Proven ability to work in a fast-paced, ambiguous environment where decisions are made without compromising on customer experience.
- Actively seek solutions through logical reasoning and data interpretation skills, identifying trends and improvement suggestions.
- Strong investigative skills to find the root cause of metric issues and the ability to provide viable solutions to sellers.
- Demonstrated ability to deal with ambiguity and embrace constant changes with flexibility and grace.
- Proven ownership and bias for action; willing to move quickly and decisively to resolve an issue.
- Interpersonal skills with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
- High level of integrity and discretion to handle confidential information.
- Demonstrated ability as a critical thinker with the vision to work both tactically and strategically.
- Ability to compose a grammatically correct, concise, and accurate written and verbal response.
- Demonstrated experience working with cross-departmental teams with proven collaboration skills.
- Excellent process knowledge of all policy verticals.
- Consistently meet or exceed performance goals to match the next level.
- Not on any documented warning for performance or behavioral issues within the last 6 months.
- Flexibility to work various shifts, including potentially working one weekend day, full weekends, or alternative start-end times.
- Business proficient fluency in both written and verbal English and German.
- Consistently exceeds L3 metric goals.
- Experience working as an L4 Sr. Specialist/Lead and/or in a customer service environment, preferably within a contact center.
- Proven analytical thinking with a natural tendency to use data in decision-making and prioritization.
- Clear, crisp, and proactive documentation of operational procedures required to tackle known risk-related patterns.
- High level of integrity and discretion to handle confidential information.
- Demonstrated ability to solve complex investigations or escalations.
- Proven track record of complex and creative problem-solving and the desire to create and build new processes.
