Team Member

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 Client Protection organization includes Fraud Detection Operations FDO and Consumer Small Business Claims Operations C SBC Fraud detection team reviews potentially fraudulent transactions exceptional out by the fraud filters and decisions them basis judgmental review for products like New Accounts Checks Deposits Online The team also provides fraud support through activities like closure fulfillment of deposit accounts loss allocation as well as specialized fraud work like defect analysis secondary closure review and hold audit C SBC is responsible for the research and timely resolution of fraud claims billing disputes Payment queries on consumer commercial and small business credit debit card account The key actions involve processing Chargeback to recover money from merchant accepting or denying merchant response on chargeback processed and various other exception actions like providing provisional credit Fraud reporting and merchant Credit adjustment The Client Protection team in GBS is spread across Gurugram Mumbai Hyderabad and GIFT Individual will perform a review on fraud alert In-clearing check deposited check or newly opened a c online transaction referred by fraud strategies The incumbent will require to review account activity for fraud risk indicators apply analytical judgment to determine potential customer impact and appropriate fraud risk mitigation Individual to take either no action or close or refer the alert basis the review and also document the findings for further course of action Responsible for working in different queues as per the standard procedures ensuring high level of accuracy consistency The process part of Client Protection operations which works with VISA Master Pin less debit card Credit Card ATM Fees Cheque Fraud transactions Potential chargeback reason code is identified by the associate as per Visa regulations and disputes will be processed accordingly and dispute will be resolved accordingly 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 Requirements Education Graduation Any Stream Certifications If Any NA Experience Range 00 Years To 02 Years Foundational Skills Basic knowledge of banking products Basic knowledge of Card network Basic knowledge of debit credit card Basic knowledge of fraud detection Ability to multitask and adapt to change Proficient with Microsoft Office Tools Good Communication Skills both written and oral Strong analytical skills Detail oriented Proven Problem-Solving Skills Self-motivated and results orientated Desired Skills Understanding of dispute life cycle Knowledge around Fraud and Scam and its ever-evolving landscape Any certifications in Banking Domain Six Sigma Work Timings Client Protection operates 24X7 Shift depends on process aligned to Can be rotational Weekly off - fixed Split Off depends to the process aligned to Job Location Chennai