Fraud Prevention Specialist (Portuguese)

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number: 200092208
At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to surprise & delight. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you. The Austin Retail Contact Center (RCC) team is seeking an individual with excellent analytical and research skills to join the group as a Fraud Prevention Specialist. 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 the Apple campus in Austin, TX.

Key Qualifications

  • Fluency in English and Brazilian Portuguese, both written and spoken, is essential
  • Fluency in Spanish is a plus
  • 1-2 years experience in customer service or order verification type role with a strong working knowledge of RCC processes, policies, and procedures
  • Excels at analytics and employ creative problem solving skills
  • Customer-focused individual with an eye for identifying outliers among data sets
  • Maintains a positive attitude in a high-stress/fast-paced work environment
  • Excels at working independently to make timely decisions and take appropriate actions
  • Demonstrates a passion for excellent customer focus and protection
  • Communicates effectively in both verbal and written formats, with customers or partners, clearly and concisely
  • Demonstrates flexibility and adaptability to an ever-changing work-flows and responsibilities
  • Advanced judgment, critical thinking, problem solving and decision-making skills
  • Adept at navigating ambiguous and complex situations
  • Acute attention to detail
  • Ability to changes gears quickly
  • Willing and able to work a schedule from 7:00 am to 10:00pm within a 7-day work week, including holidays, with additional flexibility during high volume
  • Ability to identify business process solutions that increase efficiencies

Description

On this team, we are adept at dealing with ambiguity, have the ability to make sound judgments & utilize problem solving skills in a timely manner, and are able to stay self-motivated & customer focused in a highly transactional role while working independently. We are skilled at speaking with both banks and customers in an order verification capacity, as the work we do involves engaging customers or financial institutions. We demonstrate a high level of customer focus while fielding order inquiries via an inbound phone queue, which accounts for 25% of the work week. Finally, you will effortlessly build strong working relationships with your immediate team and members of other Retail Contact Center groups. While the majority of daily tasks involved in this position are handled individually, teamwork is highly critical in learning the role, staying current with procedures/trends, and in building & maintaining a successful group culture.

Education & Experience

Bachelor’s degree preferred, or equivalent experience

Additional Requirements