ACFI Fraud - Mandarin Language Investigator Austin,Texas,United States Support and Service 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** + Ability to speak fluently in Mandarin and English + Ability to read and write fluently in Simplified Chinese and English + Minimum of 3 years of experience in customer service roles **Key Qualifications** **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 + Flexibility to work 40 hours per week Monday through Saturday with shifts starting between 6AM & 10AM Central with the option to work 4x10 shifts **Education & Experience** **Additional Requirements** + 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. (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) **Apple Footer** 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 (Opens in a new window) . Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) . Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) . Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) . Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) . Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. 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