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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

The Client Protection Ops organization includes Fraud Prevention & Detection (FP&D) and Consumer & Small Business Claims Operations (C&SBC). FP&D is responsible for protecting customers and enterprise from fraud attacks whereas C&SBC is responsible for the research and timely resolution of fraud claims and billing disputes on consumer, commercial and small business credit/debit card account.

Job Description

Responsible for working in different queues as per the standard procedures ensuring high level of accuracy & consistency. Team would be working on potential fraudulent transactions and claims filed by customer. Team would review the customer demographics and claim details to resolve transaction/claims, also document the research conducted to support the resolution provided. These potential fraudulent transactions /claims would be arising from debit, credit, digital, check & deposit transactions.

Responsibilities

• Respond to customer requests in a timely manner by processing Claims and Chargebacks / working on Customer request / working on deceased customer account / review potential fraud alert which is out sorted by fraud filters to protect our customers from fraud while also protecting the bank's assets.
• Investigate the claim for identifying suspicious activities on the claims and looks for the recovery opportunities as per the procedure
• Determine the best course of action for the Customer to resolve the claim or setting the correct expectations
• Maintaining the KPI's and KRA's of the process
• The primary responsibility is to review potential fraud alert which is out sorted by fraud filters to protect our customers from fraud while also protecting the bank's assets.
• The fraud analyst would require documenting the research conducted to support the decision taken on alert
• The associate will be expected to complete a targeted number of decisions per hour, as well as be measured on decision accuracy.
• This position requires achievement of productivity and fraud prevention goals, while ensuring compliance with policies and procedures as well as applicable regulatory requirements.

Requirements:

Education Graduation (Any Stream)

Certifications If Any

Experience Range 0-2 Years

Foundational skills

o Ability to work well under pressure

o Ability to multitask and adapt to change

o Proficient with Microsoft Office Tools

o Fundamental understanding on Banking

o Good Communication Skills (both written and oral)

o Strong analytical skills

o Detail oriented

o Proven Problem-Solving Skills

o Self-motivated and results orientated

Desired skills:

o Previous work experience on any card disputes or servicing process

o Experience in US Customer Service or Fraud claims preferred and Good Communication skill both Written and Verbal

Work Timings 247 (Rotational Shift) - d

Job Location* Mumbai