Team Member

3 months ago

Mumbai Maharashtra, India Bank of America Full time

**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.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us

**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 process involves working on claims/disputes raised by Bank of America customers or other Financial Institutions in regard to any potential fraud committed towards them. The team works on different sub-processes involving different guidelines and different mode of payments (Checks, Wire and ACH) which necessitates on completing all possible remediation actions to recover funds for our customers, inititating temporary credits if eligible, sending Fraud statements, providing interest to the accounts after a claim completion and to assist other Financial Institutions in their attempt for any recoveries. This work does not involve interface with the customer.

Associates receives claims from the Check fraud initiation team and other financial institutions which are disputed by the customers.

Sending Introductory Letters and Fraud Statements to the customers within the set turnaround time.

Submitting request for interest adjustment after the completion of claim.

Setting up claims for other Financial Institutes.

Determine the best course of action for the Customer and the Bank.

**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
- Ability to work well under pressure.
- Ability to multitask and adapt to change.
- Proficient with Microsoft Office Tools
- Fundamental understanding on Banking
- Good Communication Skills (both written and oral)
- Strong analytical skills
- Detail oriented
- Proven Problem-Solving Skills
- Self-motivated and results orientated.

**Desired skills**:

- Previous work experience on any card disputes or servicing process
- Experience in US Customer Service or Fraud claims preferred and Good Communication skill both Written and Verbal

**Work Timings**

24*7 (Rotational Shift) - depends to the process aligned

Weekly off - depends to the process aligned

**Job Location**

GGM/MUM/GIFT/HYD

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