Fraud Prevention Manager

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200194195
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The Specialty Operations AppleCare Risk Management team is responsible for the accurate and efficient processing of service orders. We are seeking a Fraud Prevention Manager to support our risk management efforts. The Risk Management Operations team is a high impact team whose goal is to minimize the financial impact to Apple by mitigating the risk associated with unauthorized service & warranty activity while maintaining a seamless customer journey. This role is an opportunity for a professional to utilize their business insight, leadership experience and apply analytical skills to help the team deliver creative, valuable solutions to our Operations team.

Key Qualifications

  • 3+ years in a people management capacity; order management, contact center, customer service, technical support or fraud operations preferred
  • Proven understanding of AppleCare repair strategies, systems and processes
  • Strong leadership skills & project management experience
  • Solution oriented leader who demonstrates creativity and curiosity
  • Leads a standard for high-quality work by consistently meeting and exceeding performance goals
  • Excellent data analysis, reporting and presentation skills
  • Strong to advanced experience with SAP and Excel required
  • Strong experience in reporting, data mining, and ad hoc analysis
  • Experience with mySQL, Business Objects & Tableau
  • Strong written and verbal communication skills
  • Adaptive and flexible to changing technologies, process and environments
  • Outstanding professional demeanor, resourcefulness, flexibility, and self-motivation
  • Ability to maintain a positive attitude in high stress/fast paced work environment

Description

You will be responsible for leading a team of investigators and business systems analysts, maintaining daily oversight, workflow management, development & coaching of staff, and managing the daily execution of the business. You will contribute to the customer experience by preventing and minimizing customer impact, acting on suspicious activity and working to resolve any risk management issues in a timely manner. You will also be responsible for process mapping, root cause analysis, resolution recommendations, execution of operational strategies, and providing data-driven models to support the decision-making process. You will have excellent leadership skills, extensive knowledge of standard methodologies for WW order exception management, experience with SAP & AppleCare systems, and familiarity with credit card processing. Critical thinking and self-motivation are key attributes.

Education & Experience

BA/BS degree required plus 3-5 years of experience in a customer service/fraud operations environment

Additional Requirements