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 encouraging 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 happiness 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 flawless 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 Russian and English (required to support market)
• Proven experience in customer service role

PREFERRED QUALIFICATIONS

• Excellent analytical and problem-solving skills
• Strong decision-making and judgment abilities
• Customer-focused with a keen eye for identifying outliers in data sets
• Experience improving workflow and system efficiencies through documentation and process optimization
• Ability to set clear goals, communicate a vision, and deliver results
• Proficient in SAP, spreadsheet management, and Keynote
• Excellent written and verbal communication skills
• Positive attitude in fast-paced environments
• Comfortable with ambiguity and making independent decisions
• Proven Experience in fraud prevention roles
• Collaboration skills across teams, managers, and business partners globally
• Extraordinary attention to detail in case management and follow-up
• Target-oriented with a strong ability to meet deadlines
• Highly organised with strong multitasking skillsAt Apple, we’re not all the same. And that’s our greatest strength. We draw on the differences in who we are, what we’ve experienced, and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. We will work with applicants to make any reasonable accommodations.
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Please refer the Job description for details