Client Protection Associate - Fraud Detection and Claims Operations

Team Member

Job Description:

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 exceptioned 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 involves 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, GIFT and Chennai

Job Description*

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 also 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 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)

Experience Range*

 0-2 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

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 : Gift City, Gandhinagar

Experience Level

Mid Level