Job Description:
About Us
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
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Global Business Services
Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.
Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.
In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.
Process Overview
Global Investigations process deals with handling of payment related queries received from banks, internal BOA departments, and customers, Nostro outstanding & returned payments. All queries require detailed analysis & resolution as per standard timelines. The team handles Investigations for all currencies arising for Asia, EMEA & US regions.
Job Description
This is a Verifier/Investigator role who must thoroughly understand the Investigations Procedures and have a good understanding of all the case types. He/She should be already a Verifier, potential Verifier or a quick learner who can take up the role immediately.
Responsibilities
- To process investigations / enquiries of Incoming / Outgoing / returned payments in a timely manner, adhering to laid down procedures and ensure that the established service standards are met.
- Investigate various cases/complaints raised by customer and correspond with various banks accordingly.
- Must be top performer in Productivity and Accuracy in day to day processing of work
- Must be able to handle cases with complete resolution and without aging.
- Must have the ability to take up Verification role in the near future.
- Escalate any process related ambiguities to the supervisors or manager for clarification.
- Be ready to take and deliver on adhoc responsibilities that may arise in the business
- Co-ordinate with teams onshore/offshore to expedite the case resolution with customer focus
- Actively participate and contribute in Team huddles and other process discussions keeping in mind business priorities over other things
- Bring in Process improvements to simplify and standardize process flow, reduce NVA steps, reduce risks, demand reduction ideas, improving Metrics, etc. which should give significant benefit for the process in terms of efficiency and time saves.
Requirements
Education
- Graduation / Post Graduation - Preferably Commerce (B. Com) or MBA (Finance).
- Certifications - NA
Experience Range
- 3 to 4Years of relevant experience
Foundational Skills
- Good Communication Skills, both verbal and written
- Must be in a Verifier role or Potential Verifier in near future.
- Be thorough with Payment Concepts. i.e., MT 103/202/202COV and Swift standards and ISO XML
Desired Skills
- The Candidate must be a Graduate or Postgraduate - Commerce (B. Com) or MBA (Finance)
- Good Communication Skills, both verbal and written
- 3-4 years relevant work experience. Prior work experience in Global Investigations is a
preferable. - Understanding of SWIFT payments, ISO formats & message types
- Ability to multitask, prioritizing urgent items & meet stringent cut-offs.
- Good understanding of the investigations business in US & awareness of the various exceptions
will be an added advantage. - Customer focus
- Flexible in terms of shifts & extended hours.
- Willingness and able to own tasks to completion
- Flexible and adaptable to changing demands and shift timings
- Should be a Team player
Work Timings: EMEA / US (Flexible to Night Shifts)
Job Location: Chennai