iTunes Fraud Prevention Specialist

Austin, Texas, United States
Support and Service

Summary

Posted: Dec 4, 2018
Weekly Hours: 40
Role Number: 200016063
The iTunes Fraud Prevention team is a partnership between our Retail Contact Center Order Administration team and the iTunes Store team. They are seeking a Fraud Prevention Specialist with excellent analytical skills and extensive knowledge of best practices for account services. We enhance the overall customer purchasing experience by efficiently and correctly analyzing orders to identify & stop fraudulent activity and determine the appropriate next steps. This role is located on our campus in Austin, Texas.

Key Qualifications

  • 1-2 years experience in customer service or order verification type role
  • You excel at analytics and employ creative problem solving skills
  • You have demonstrated sound decision-making and good judgment
  • You have strong written and verbal communications
  • You are a customer-focused individual with an eye for identifying outliers among data sets
  • You are able to maintain a positive attitude in high-stress/fast-paced work environment
  • You are adept at working with ambiguity
  • You have the ability to work and make decisions independently
  • You are an extraordinary teammate with a passion for customer protection
  • Must be able to work a schedule from 7:00am to 11:00pm (Central) within a 7-day work week, including holidays, with additional flexibility during high volume times of the year

Description

The iTunes Fraud Prevention team is a high-impact group of specialists with the goal of improving a customer's experience by mitigating the risk associated with iTunes purchases. Critical thinking and self-motivation are highly desired skills. As iTunes Fraud Prevention Specialist, we: - Review and analyze simple to complex Card Not Present transactions and customer accounts to detect unauthorized activity, determining appropriate next steps - Take action on fraudulent orders and accounts - Serve as a point of contact between cross-functional teams and business partners - Analyze, identify, and communicate trends - Research and resolve suspected fraud escalations from various sources - Represents Apple with customers and partner organizations - Identify innovative ideas to improve the customer experience - Achieve or exceed performance and productivity goals

Education & Experience

Bachelor degree plus 1 year relevant experience, or Associate degree plus 2 years relevant experience.

Additional Requirements