Summary

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. The AppleCare Fraud Investigator role on our Strategic Data Solutions (SDS) team is responsible for the accurate investigation and decisioning of complex, multifaceted requests. An Investigator will review and investigate suspicious transactions to detect fraudulent activity, determining appropriate next steps.

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.

This role requires you to support and protect one of Apple's most valued security features in addition to resolving complex requests while helping to prevent fraud.

Description

Report and track system issues and trends that could affect customer satisfaction or department production.
Participate in project management and user acceptance testing (UAT) processes.
Navigate a variety of support tools while maintaining effective communication and ensuring the highest level of quality in every investigation completed, offering a seamless and top of the line support to all our business collaborators.
Protect our customers privacy by ensuring the integrity, accuracy, and confidentiality of their information.
Identify and communicate trends and patterns to leadership team.
Leverage internal resources and analytical research for resolutions.
Monitor trends in transaction errors and analyze reports.
Identify errors in processes and programs within business systems.
Handle enterprise level agreement enrollment and support external and internal escalations.

Minimum Qualifications

Professional proficiency in Japanese to effectively support Japan-speaking markets.
Strong command of English (written and verbal).
At least 3 years of experience in customer service or fraud investigation roles.

Preferred Qualifications

Experience with working with fraud prevention roles preferred
SAP Knowledge preferred
Ability to collaborate with peers, managers and business partners cross-regionally
Extraordinary attention to detail in case management, follow-up and follow-through
Target oriented and can deliver results on time
Strong organizational and multitasking skills
Creative problem-solving and analytical skills
Comfortable working in a queue-based environment
Strong interpersonal skills with key strengths in professional collaboration
Resourcefulness and effective research skills
Ability to find opportunities for process improvement and develop solutions that target root causes
Flexible and willing to take on new roles, assignments and responsibilities as needed
Resilient and self- motivated to work in a dynamic environment to achieve time commitments
Motivated to develop the role and add to the success of our organization
Makes space to listen, learn, and amplify diverse perspectives and experiences
Actively seeks out opportunities to champion and celebrate inclusion and diversity

Apple is an equal opportunity employer that is committed to inclusion and diversity. Apple provides reasonable accommodations to applicants with disabilities and in accordance with local requirements. Apple is a drug-free workplace.

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