SDS Fraud Admin - Disputes 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 & 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 Disputes Investigator. The Disputes team researches and resolves credit card disputes for the SDS Fraud Prevention team. In addition to initiating customer contacts, you will also liaise with boundary teams within Finance, Payment and Fraud Admin to work through issues related to chargeback partner and customer concerns.
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. We stay self-motivated in a highly transactional role while working independently. We are skilled at speaking with customers and internal partners in order to resolve chargeback-related issues. You will effortlessly build strong working relationships with your immediate team and members of other Strategic Data Solutions groups. 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 and maintaining a successful team culture.
- 1-2 years experience in customer service, order verification, or collections type role with a strong working knowledge of SDS processes, policies, and procedures
- Maintains a positive attitude in a high-demand/fast-paced work environment
- 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 and diversity
- Ability to work a schedule from 7:00 am to 10:00pm including weekends and holidays, with additional flexibility during high volume times of the year
- 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
- Familiarity with tools such as SAP and Sonar
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.