RCM Advisor Specialist (PT), R&C
DescriptionAt 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
- 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
- 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
- Advanced Excel
- Completion and delivery of sort to mid-term projects
- Previous call center / sales telephone calling experience