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 Ops organization includes Fraud Detection Operations (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**

Fresher

**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*

Mumbai