Team Member - Fraud Operations at Bank of America (Chennai) | ₹3-5 LPA

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths, whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impacting the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. 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 based on judgmental review for products like New Accounts, Checks, Deposits & Online. The team also provides fraud support through activities like closure 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 resolution of fraud claims, billing disputes & payment queries on consumer, commercial and small business credit/debit card accounts. The key actions involve processing chargebacks 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 is part of Client Protection operations, which works with VISA & Master Pin less debit card, Credit Card, ATM Fees, Cheque Fraud transactions. Potential chargeback reason codes are identified by the associate, as per Visa regulations, and disputes will be processed accordingly and resolved.

Responsibilities

• Respond to customer requests in a timely manner by processing claims and chargebacks, working on customer requests, handling deceased customer accounts, and reviewing potential fraud alerts that are out sorted by fraud filters to protect our customers from fraud while also protecting the bank’s assets.
• Investigate claims to identify suspicious activities and look for recovery opportunities as per the procedure.
• Determine the best course of action for the customer to resolve the claim or set the correct expectations.
• Maintain the KPIs and KRAs of the process.
• Complete a targeted number of decisions per hour, as well as be measured on decision accuracy.
• Achieve 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 oriented

Work Timings

Client Protection operates 24X7, shift depends on process aligned to; can be rotational. Weekly off is fixed or split, depending on the process aligned to.

Job Location

HYD/MUM/CHN