Inquiry Officer

3週間前

Tokyo Rakuten

Job Description
Business Overview
Rakuten Group provides more than 70 services in a wide range of fields, including e-commerce, travel, digital content, and other Internet services in Japan and overseas, as well as financial services such as credit cards, banking, securities, electronic money, and smartphone app payments, mobile services such as mobile carrier services, and professional sports. By organically linking these services through a membership system centered on Rakuten members, Rakuten has created a unique "Rakuten ecosystem" that is unlike any other.

  • Our Businesses Key Figures

Department Overview
The Inquiry Management Section is responsible for responding to inquiries and requests from public investigative agencies (including the National Police Agency, prefectural police departments, the Supreme Public Prosecutors Office, the Ministry of Health, Labour and Welfare's Narcotics Control Department, and the Japan Coast Guard) regarding criminal investigations/offense investigations based on various laws, as well as inquiries about lost property, etc., received by our various services. This ensures that all services provided by our group can be used safely and securely. This role involves handling a large amount of personal and confidential information, requiring a high degree of confidentiality. However, team members enjoy working together, helping each other out.

Position
Why We Hire
We are currently understaffed to fulfill the mission of the Inquiry Management Section.

While we have a diverse age range of active employees, we are looking for someone who, after grasping the division's operations, will work on improving our processes through the utilization of AI and other technologies.

  • Impactful Mission

Protect Rakuten Group's diverse services from fraud and contribute to social justice by collaborating with investigative agencies.

  • Empowering Culture

Enjoy high autonomy in an agile environment that values continuous improvement and embraces change.

  • Career Growth (Skills and career paths you can gain)

Develop expertise in personal data protection and open doors to diverse roles within Rakuten's fraud prevention and various business units.

  • Broad Exposure (The appeal of leveraging Rakuten Group's resources)

Engage with over 70 Rakuten services, gaining unique insights across a wide spectrum of industries.

Position Details
Job Summary
This department is responsible for responding to inquiries and requests from investigative agencies (such as the police) regarding criminal investigations/offense investigations based on various laws, as well as inquiries about lost property, etc., received by our various services. Our objective is to support law enforcement investigations and foster a safe and secure Rakuten Ecosystem.

Key Responsibilities

  • Responding to inquiries and requests from investigative agencies.
  • Information sharing and consolidation with relevant business unit stakeholders.
  • Driving operational improvements for the above tasks (e.g., promoting the use of AI for efficiency).

Specific Project Examples

  • Efficiency improvement projects with law enforcement agencies (e.g., police).

Work Environment
Team Structure

  • Team Size: Risk Management Department: approx. 20 members/This section: 7 members
  • Age Range: Primarily in their 30s
  • New Graduate vs. Mid-Career Ratio: 1:9

Average Overtime

Approximately 10 hours/month

Mid-Career Hire Backgrounds

Our team includes successful members who have transitioned from public service, such as former police officers. Prior public service experience is not a prerequisite for effective performance in this role.

Examples of Career Paths for Successful Mid-Career Hires

There are examples of individuals who, after gaining 4-5 years of experience in this section, have transitioned to fraud prevention departments within the Rakuten Group.

Mandatory Qualifications

  • Minimum 5 years of professional work experience.
  • Native-level Japanese language proficiency.
  • Basic PC skills and communication abilities.

Desired Qualifications

  • Experience handling personal information (1-2 years or more).
  • Work experience at a financial institution, such as a credit card company.
  • Information processing-related qualifications.
  • System development experience (experience using Python, or RPA tools like Power Automate).
  • Proactive in utilizing cutting-edge technologies such as AI.
  • Business-level English proficiency (experience with emails, document creation, meetings, etc.).

Other Information
Additional information on Location
Rakuten Crimson House

1-14-1 Tamagawa, Setagaya-ku, Tokyo

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