SummaryPosted: Mar 8, 2025Role Number:200592990Imagine 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.DescriptionDescription• 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 QualificationsMinimum QualificationsAbility to speak fluently in Mandarin and EnglishAbility to read and write fluently in Simplified Chinese and EnglishMinimum of 3 years of experience in customer service rolesKey QualificationsKey QualificationsPreferred QualificationsPreferred QualificationsExperience with working with fraud prevention roles preferredSAP Knowledge preferredAbility to collaborate with peers, managers and business partners cross-regionallyExtraordinary attention to detail in case management, follow-up and follow-throughTarget oriented and can deliver results on timeStrong organizational and multitasking skillsCreative problem-solving and analytical skillsComfortable working in a queue-based environmentStrong interpersonal skills with key strengths in professional collaborationResourcefulness and effective research skillsAbility to find opportunities for process improvement and develop solutions that target root causesFlexible and willing to take on new roles, assignments and responsibilities as neededResilient and self- motivated to work in a dynamic environment to achieve time commitmentsMotivated to develop the role and add to the success of our organizationMakes space to listen, learn, and amplify diverse perspectives and experiencesActively seeks out opportunities to champion and celebrate inclusion and diversityFlexibility to work 40 hours per week Monday through Saturday with shifts starting between 6AM & 10AM Central with the option to work 4x10 shiftsEducation & ExperienceEducation & ExperienceAdditional RequirementsAdditional RequirementsMore

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