Apple Fraud Prevention Supervisor in Austin, Texas

Fraud Prevention Supervisor

Job Number: 52465057

Austin, Texas, United States

Posted: Oct. 12, 2016

Weekly Hours: 40.00

Job Summary

The Apple Online Store is looking for a Fraud Prevention Supervisor to manage and lead a team of Fraud Prevention Specialists in risk management and payment exception management. This role will contribute to the customer experience, develop the team’s ability to minimize customer contacts and resolve payment processing issues in a timely manner.

Key Qualifications

  • Management experience preferred

  • Strong analysis and problem solving skills

  • Strong decision making skills and sound judgment

  • Excellent written and verbal communication skills

  • Strong work ethic with a high degree of flexibility

  • Excellent interpersonal skills

  • Ability to work in a fast paced, challenging environment

  • Detail oriented self starterDescription

Responsibilities include:

• Support employees’ success, drive employee performance and job satisfaction

• Manage agent’s productivity and quality

• Conduct regular 1x1s with employees

• Lead Bi-Weekly team meetings

• Work cross functionally with AOS contact center management

• Identify and communicate training and development opportunities

• Support the Fraud Prevention Manager by coaching team to consistently provide outstanding performance and customer service

• Decrease revenue leakage by improving quality of reviews

• Meet SLAs for block management, supporting Order Cycle Time

• Lead team development in critical and creative thinking

• Represent Apple with customers and partner organizations

• Identify innovative ideas to improve the customer experience and agents performance


BA/BS preferred

Additional Requirements