Fraud Support Specialist, Retail Customer Care

Shanghai, Shanghai, China
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200179598
The iTunes Store Fraud Prevention team is a high-impact team of specialists whose goal is to improve the iTunes Experience by mitigating the risk associated with iTunes purchases. Critical thinking and self-motivation are an absolute must. This team improves the overall customer experience by efficiently and accurately analyzing purchases and accounts for fraudulent activity, reviewing refund requests for abusive behavior, and figuring out appropriate next steps for the customer and Apple in a wide range of scenarios. The team is looking for someone to step in and have an impact immediately. Previous fraud prevention experience would be a significant asset.

Key Qualifications

  • 1-2 years experience in a customer service or order verification role
  • Excel at analytics and employ creative problem solving skills
  • Demonstrate sound decision-making and good judgment, have the ability to work and make decisions independently
  • Customer-focused individual with an eye for identifying outliers among data sets
  • Be able to maintain a positive attitude in high-stress/fast-paced work environment
  • Adept at working with ambiguity
  • Take care of change positively
  • A team player
  • Have the flexibility to work within all hours of operations on a 7-day schedule

Description

On this team, we are adept at taking care of ambiguity, have the ability to make good 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. 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. We review and analyze transactions, refund requests, and customer accounts to detect abusive or unauthorized activity, resolve appropriate next steps and take action on fraudulent orders, accounts, and refund transactions. We analyze, identify, and communicate trends, and we research and resolve suspected fraud escalations from various sources

Education & Experience

Batchelor’s degree or equivalent experience preferred

Additional Requirements