Team Member

About the Role

Bank of America's Global Business Services (GBS) delivers Technology and Operations capabilities. In India, GBS operates as BA Continuum India Private Limited (BACI). The Client Protection organization within GBS includes Fraud Detection Operations (FDO) and Consumer & Small Business Claims Operations (C&SBC).

Process Overview

• Fraud Detection Operations (FDO): Reviews potentially fraudulent transactions, making decisions for products like New Accounts, Checks, Deposits & Online. Provides fraud support including account closures and loss allocation, as well as specialized fraud work like defect analysis and audits.
• Consumer & Small Business Claims Operations (C&SBC): Responsible for research and timely resolution of fraud claims, billing disputes, and payment queries on consumer, commercial, and small business credit/debit card accounts. Actions include processing Chargeback to recover money, responding to merchant feedback, and performing other exception actions like providing provisional credit, fraud reporting, and merchant credit adjustments.

Key Responsibilities

• Respond to customer requests by processing Claims and Chargebacks, working on customer requests, handling deceased customer accounts, and reviewing potential fraud alerts.
• Investigate claims to identify suspicious activities and recovery opportunities.
• Determine the best course of action to resolve customer claims and set appropriate expectations.
• Maintain process KPIs and KRAs.
• Complete a targeted number of decisions per hour, measured on decision accuracy.
• Achieve productivity and fraud prevention goals while ensuring compliance with policies, procedures, and regulatory requirements.
• Work in different queues according to standard procedures, ensuring high accuracy and consistency.
• Process disputes and resolve them according to Visa regulations for transactions identified with potential chargeback reason codes.

Requirements & Tech Stack

• Education: Graduation (Any Stream)
• 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. Shifts depend on the process alignment and can be rotational.
• Weekly offs can be fixed or split, depending on the process alignment.

Job Location

• HYD/MUM/CHN