Team Member Chennai, India;Zone 1, Gift Sez **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 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. **Job Description*** 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 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 to document 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) + **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 + **Desired skills:** + Understanding of dispute life cucle + 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/GIFT Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work. This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.