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
- Proficient in Korean and English (required to support Korean market and partner with English-speaking teams)
- Minimum of 3 years of experience in customer service role
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
- Ability to work between the hours of 7:00am to 7:00pm within a 7-day work week, including holidays, with additional flexibility during high volume times of the year
