Blink Loss Prevention Agent, Blink Loss Prevention Team

Blink’s Loss Prevention (LP) Team manages escalations that require exceptional care and attention. In this role, you'll work alongside Security Operations and Legal teams to resolve complex loss prevention concerns and restore customer confidence. We're seeking professionals who excel at making sound decisions under pressure while maintaining strict adherence to security protocols. The ideal candidate combines strong judgment with the ability to manage multiple priorities in a fast-paced environment. Your primary focus will be to reduce fraudulent activity by conducting reviews including, but not limited to: third-party replacements, product not received, theft claims, and bad actor accounts/activities. Your focus also includes de-escalating sensitive situations and delivering thoughtful solutions that protect both our customers and company interests. Success in this position requires careful attention to detail, outstanding customer service skills, and the ability to maintain absolute professionalism when handling confidential matters.

Key job responsibilities
-Monitor and review customer communications and interactions with Customer Service teams
-Conduct in-depth investigations related to fraud, including reviewing and processing claims
-Identify, document, and escalate suspected fraudulent activity
-Collaborate with team members in a remote environment and partner with internal teams to evaluate and improve processes
-Contribute to a positive, customer-focused culture that ensures exceptional customer experiences


A day in the life
-Coordinate with Legal and Security Operations teams to manage time-sensitive fraud and risk escalations
-Identify operational inefficiencies and recommend practical, scalable solutions
-Contribute to continuous process improvement initiatives across fraud prevention and customer support workflows
-Support team members in resolving complex customer concerns


About the team
The Loss Prevention (LP) Team is the centralized escalation intake for investigating CS related fraud and risk matters within our organization. We conduct holistic investigations, perform root cause analysis of escalation drivers, and pursue initiatives across global program teams to prevent future incidents related to the same root cause gap. We bring unique perspectives by applying front-line anecdotal learnings from escalations to programs across the organization. We also handle urgent issues (executive escalations, public relations, legal, etc.), quickly diagnose and mitigate risk, and close the loop on the root cause identified.

- 1+ years of customer service experience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience with Microsoft Office products and applications
- Must be current Blink Employee
- Demonstrated expertise in Blink company products and services with extensive experience in fraud and risk detection, including management of complex fraud-related escalations

- Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers
- Experience in root cause analysis and troubleshooting or problem solving
- Experience in verbal and written communication for executive level leaders
- Experience effectively managing a substantial and time-sensitive workload

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.

USA, AZ, Virtual Location - Arizona - 19.13 - 27.21 USD hourly