Inquiry Officer - Inquiry Management Section, Risk Management Department, Group Compliance Supervisory Department (RMD)

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
https://corp.rakuten.co.jp/careers/services/

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. Each team member approaches their work with a strong sense of responsibility to “protect Rakuten and its users and create an environment where users can use Rakuten services with peace of mind.”

Position:

Why We Hire

We are currently understaffed to fulfill the mission of the Inquiry Management Section.
While our team includes members of all ages, we expect that once you have gained a solid understanding of our department’s operations, you will eventually work on improving our processes using AI and other technologies.

- Impactful Mission
By responding to inquiries from law enforcement agencies and sharing information on fraudulent activities across the Group’s various business divisions, we aim to eliminate the various forms of fraud-related harm that the Rakuten Group as a whole faces, both directly and indirectly. In doing so, we seek to fulfill our social responsibilities as a provider of social infrastructure and to uphold social justice by rooting out (and defeating) those who commit wrongdoing.

- Empowering Culture
As part of our organizational culture, we are committed to process improvement and systemization, enabling us to adapt flexibly to change.
Although this is a highly specialized field, we offer a comprehensive on-the-job training program for new hires. We have established a system that allows you to acquire knowledge from the ground up through hands-on experience. Therefore, even if you lack prior knowledge or experience, if you have a strong desire to “safeguard Rakuten’s security and safety,” this is an environment where you can steadily develop your skills and grow as a professional.

- 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)We provide over 70 services offered by Rakuten and work closely with representatives from various businesses within the group. This allows us to gain insights into trends and knowledge across a wide range of industries.
Protecting the vast “Rakuten Economy” ecosystem from crime and fraud, and maintaining an environment where Rakuten users can use our services with peace of mind, serves a vital public interest by safeguarding our social infrastructure.

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.
⇒ Receive inquiries from the police
⇒ Conduct internal investigations and request assistance from relevant business units (service and business divisions)
⇒ Prepare response documents
⇒ Return documents to the police
*Inquiry handling refers to responding to questions from the police regarding the above inquiries.
- Process improvement for the above tasks (promoting the use of AI and other technologies to enhance efficiency)

Example: In the case of unauthorized access to the Rakuten Group
- The police require Rakuten’s access logs for their investigation and submit a request to Rakuten
- Rakuten reviews the access logs and provides a response to the police
- The police identify and arrest the perpetrator

Specific Project Examples
- Streamlining inquiries with law enforcement agencies such as the police
Including high-volume inquiry cases in the inquiry guidelines distributed to law enforcement agencies.
Internal coordination in response to requests from law enforcement agencies. etc.

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

*Since this role involves frequent access to the personal and confidential information of Rakuten users, on-site work will be the primary requirement.

Mid-Career Hire Backgrounds
We currently have staff members who are former police officers and other public servants who have transitioned into this field. Even if you aren’t a former public servant, this is an environment where you can easily catch up as long as you’re motivated.
Additionally, after joining the company, you’ll be assigned a mentor who will guide you through your duties via on-the-job training, so even those with no prior experience are welcome. As a result, your colleagues will provide strong support to ensure that even if you’re starting from scratch, you can thrive on the front lines as a “key defender of the Rakuten Group.”

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.

What Mid-Career Hires Find Rewarding
Although this department does not interact directly with Rakuten customers, the nature of our work allows us to support law enforcement agencies such as the police and contribute to solving cases, making it work that truly benefits society.
We also occasionally receive thank-you calls or awards in recognition of our investigative assistance to law enforcement agencies.

Mandatory Qualifications:

Candidates must meet all of the following criteria
1. Individuals who are committed to protecting Rakuten and its users and can perform their duties with integrity.
2. Individuals with experience in one of the following areas:
   - Practical experience as a public servant (e.g., police, government agencies, etc.).
   - Practical experience in back-office or administrative roles (e.g., accounting, compliance, general affairs, clerical work, etc.).
3. Native-level Japanese proficiency.

Desired Qualifications:

- Experience handling personal information (1-2 years or more).
- Work experience at a financial institution, such as a credit card company.
- 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

Related Pages
- Employee Benefits: https://global.rakuten.com/corp/careers/benefit/
- Employee Conditions: https://corp.rakuten.co.jp/careers/information/
- Culture: https://corp.rakuten.co.jp/careers/culture/

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