Team Member

5 days ago

Mumbai Maharashtra, India Bank of America Full time

**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.

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