AppleCare Fraud Investigations

6 days ago

Singapore Apple Inc. Full time

AppleCare Fraud Investigations - Fraud Investigator (Korean)
The people here at Apple don't just craft products, they build the kind of wonder that's revolutionized entire industries We believe that it's the diversity of those people and their ideas that encourage the innovation that runs through everything we do, from amazing technology to industry-leading privacy and environmental efforts. 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.
Description
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. This role requires you to support and protect one of Apple's most valued security features, resolve complex requests, and help prevent fraud.
Responsibilities include:
Reporting and tracking system issues and trends affecting customer satisfaction or department productivity.
Participating in project management and user acceptance testing (UAT).
Navigating support tools while maintaining effective communication and ensuring high-quality investigations, providing seamless support to business collaborators.
Protecting customer privacy by ensuring the integrity, accuracy, and confidentiality of their information.
Identifying and communicating trends and patterns to leadership.
Leveraging internal resources and analytical research for resolutions.
Monitoring transaction error trends and analyzing reports.
Identifying errors in processes and programs within business systems.
Handling enterprise-level agreement enrollment and supporting escalations.
Minimum Qualifications
Proficient in Korean and English (required for support in the Korean market).
Minimum of 3 years of experience in a customer service role.
Preferred Qualifications
Experience in fraud prevention roles.
Knowledge of SAP preferred.
Ability to collaborate cross-regionally with peers, managers, and business partners.
Attention to detail in case management, follow-up, and follow-through.
Target-oriented with ability to 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 and professional collaboration.
Resourcefulness and effective research skills.
Ability to identify process improvement opportunities and develop solutions.
Flexible and willing to take on new roles and responsibilities.
Resilient and self-motivated in a dynamic environment.
Motivated to develop the role and contribute to organizational success.
Embraces diverse perspectives and experiences, promoting inclusion and diversity.
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