About the role

AI summarised

The ACFI Fraud Investigator (Japanese) role at Apple involves investigating suspicious transactions to detect and prevent fraud, supporting AppleCare's security systems. The position requires analyzing transaction trends, maintaining data integrity, collaborating across teams, and ensuring high-quality customer support. Fluency in Japanese and English is essential, along with experience in fraud investigation or customer service.

TechnologyOnsiteSupport and Service

Key Responsibilities

Review and investigate suspicious transactions to detect fraudulent activity
Determine appropriate next steps for complex fraud-related requests
Report and track system issues and trends affecting customer satisfaction or department production
Participate in project management and user acceptance testing (UAT) processes
Navigate support tools while maintaining effective communication and investigation quality
Protect customer privacy by ensuring integrity, accuracy, and confidentiality of 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

Requirements

Professional proficiency in Japanese to support Japan-speaking markets
Strong command of English (written and verbal)
At least 3 years of experience in customer service or fraud investigation roles
Experience with fraud prevention roles
SAP knowledge
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 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 with key strengths in professional collaboration
Resourcefulness and effective research skills
Ability to find opportunities for process improvement and develop solutions targeting root causes
Resilient and self-motivated to work in a dynamic environment to achieve time commitments
Motivated to develop the role and contribute to organizational success
Makes space to listen, learn, and amplify diverse perspectives and experiences