SDS ASO Fraud Prevention Investigator

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 and delight. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. The Strategic Data Solutions (SDS) team is seeking an individual with excellent analytical and research skills to join the group as a Fraud Investigator. We enhance the overall customer purchasing experience by efficiently and accurately analyzing orders to identify and stop fraudulent activity and determine the appropriate next steps.

Description

On this team, we are adept at dealing with ambiguity, have the ability to make sound judgments and utilize problem solving skills in a timely manner while monitoring global fraud transactions. We stay self-motivated and customer focused in a highly transactional role while working independently. We are skilled at engaging with customers or financial institutions in an order verification capacity. We demonstrate a high level of customer focus while fielding order inquiries via an inbound phone queue. You will effortlessly build strong working relationships with your immediate team and members of other Apple Store Online groups. While the majority of daily tasks involved in this position are handled individually, teamwork is critical in learning the role, staying current with procedures/trends, and in building and maintaining a successful team culture.

• Must have 1-3 years current experience supporting SDS Investigations or AppleCare within Technical Support, Services, Partner Relations, Customer Relations, Executive Relations, Apple Pay, Mentoring, Health, Accessibility, Carpe Facto, Business and Partner Support, Specialty Program Support and Agreement Admin departments
• 1-2 years experience in customer service or order verification type role, or have experience working with SDS ASO Fraud Prevention team
• Ability to work a schedule from 7:00 am to 10:00pm (CST) including weekends and holidays, with additional flexibility during high volume times of the year

• Maintains a positive attitude in a high-demand/fast-paced work environment
• Demonstrates a passion for excellent customer focus and protection
• Communicates effectively in both verbal and written formats, with customers or partners, clearly and concisely
• Advanced judgment, critical thinking, problem solving and decision-making skills
• Adept at navigating ambiguous and complex situations
• Acute attention to detail
• Ability to change gears quickly
• Ability to identify business process solutions that increase efficiencies
• Makes space to listen, learn, and amplify diverse perspectives and experiences
• Actively seeks out opportunities to champion and celebrate inclusion
• Excels at working independently to make timely decisions and take appropriate actions
• Demonstrates flexibility and adaptability in a dynamic environment with changing work-flows and responsibilities