RCC Fraud Prevention Supervisor

Austin, TX
  • Job Code
    200105801
Summary

Summary

Posted: Sep 30, 2019

Weekly Hours: 40

Role Number: 200105801

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 delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you!

Apple's RCC Order Administration is seeking a Fraud Prevention Team Supervisor. In this role, you will be responsible for providing daily supervision, developing the fraud prevention team's talent, and managing the daily execution of the business. You will contribute to the customer experience by preventing and minimizing customer contacts and working to resolve any fraud prevention issues in a timely manner. Critical thinking and self-motivation are an absolute must

This role is located on our campus in Austin, Texas

Key Qualifications

  • Knowledge of RCC and customer support model
  • Previous experience in team leadership is a plus
  • Fraud prevention experience
  • Strong analysis and problem-solving skills
  • Strong decision-making capabilities and sound judgment
  • Excellent written and verbal communication skills
  • Strong work ethic with a high degree of flexibility
  • Excellent interpersonal skills
  • Passion for developing direct reports
  • Ability to work in a fast-paced, challenging environment
  • An eye for details and a self-starter
  • Flexibility to work any shift within 7-day work week

Description

The Fraud Team Supervisor is responsible for managing and promoting the development of fraud representatives in the Apple Order Administration organization. You are a customer focused person who is self-motivated, friendly and has a passion to prevent fraud in an efficient and effective manner. You will have experience working in a fast-paced customer support and B2C e-commerce environment

Responsibilities include:

Manage agents' performance and support their success
Achieve or exceed team performance and productivity goals
Conduct regular 1:1s with employees
Identify and communicate training and development opportunities
Lead regular team meetings and calibration sessions
Submit and track production issues for resolution
Work cross-functionally with iTunes Operations, iTunes Customer Support, Analytic Insight, and global peers
Represent Apple with customers and partner organizations
Identify innovative ideas to improve the purchasing experience of Apple customers

Education & Experience

Normally requires BS degree plus 1-3 years experience in a customer service and support environment
Experience in people management with strong leadership background preferred

Additional Requirements

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RCC Fraud Prevention Supervisor

Apple, Inc.
Austin, TX

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