Fraud Investigation Specialist

Shopbop, an online boutique for women’s and men’s fashion and a fully integrated Amazon subsidiary in Madison, WI, is seeking a dedicated, hardworking and analytical candidate to join the Fraud Investigations Team. A Fraud Investigations Specialist is responsible for a wide range of duties related to the investigation and elimination of online e-commerce risk. The role is virtual and is a full-time (40 hour), direct hire position.

Responsibilities include:

• Initiate effective communications with customers, financial institutions, and cardholders as necessary for obtaining verification of information and handling chargebacks
• Daily review and disposition of transactions flagged for investigation
• Daily processing and documenting chargebacks
• Continuously monitor the status of incoming orders requiring investigation
• Utilize multiple internal email management applications and phone system to communicate with customers
• Identify, document, and communicate detected fraud trends, suspicious transaction characteristics and patterns
• Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends
• Work with customer service to address customer questions and concerns regarding an investigation
• Manage and respond to escalations from internal and external parties with proper urgency and effective communication
• Strict adherence to security protocol regarding company and customer data and related communications
• Participate in ad hoc projects/assignments as necessary

Basic Qualifications

• High school diploma or equivalent
• Two or more years of experience in Customer Service or Ecommerce Investigations.
• 1 or more years of experience relevant to risk management, fraud investigation, or financial analysis
• Knowledge of credit card processing, payment fraud investigation, prevention techniques, and charge disputes
• Exceptional communication skills, oral and written ability to clearly and concisely communicate in various situations, both internal and external
• Flexibility with full-time schedule, including shift assignments on weekends/evenings, and overtime
• Strong internet research, Microsoft Office (including Excel) experience and overall PC skills
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
• Ability to determine situational needs and provide appropriate solutions
• Ability to work and learn independently, react quickly, and solve problems, utilizing the available resources
• Self-disciplined, diligent, proactive and detail oriented

Preferred Qualifications

• Bachelor’s degree preferred
• Knowledge of credit card processing, payment fraud investigation, prevention techniques, and chargeback processing
• Demonstrated analytical and problem solving skills, including the ability to recognize non-obvious patterns

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.


Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,200/year in our lowest geographic market up to $64,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.