Job Description:

Overview (Bank overview, GBS India overview, Function Overview)*

Bank of America is one of the world’s leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.

We are a part of the Global Business Services which delivers technology and operations capabilities to all Bank of America lines of business (LOB) and enterprise functions.

Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.

* BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.

Process Overview*

Credit Fraud deals with fraud dispute investigation. The team works on the Fraud transactions which are disputed by BOA customer by initiating the claim, preparing the claim, identifying for the recovery opportunities and processing charge backs, per the Visa or MasterCard guidelines

Job Description*

Responsible for working in different queues as per the standard procedures ensuring high level of accuracy & consistency. The process part of Claims Research & Resolution operations, which works with VISA & Master credit card transactions. Potential chargeback reason code is identified by the associate, as per Visa and Master regulations and disputes will be processed accordingly. Also need to work on Representment and take action accordingly.

Responsibilities*

o Respond to customer requests in a timely manner by processing Claims and Chargebacks

o Investigate the claim for identifying suspicious activities on the claims and also looks for the recovery opportunities as per the procedure

o Determine the best course of action for the Customer to resolve the claim or setting the correct expectations

o Maintaining the KPI's and KRA's of the process

Job Title*

Team Member

Education*

Graduation (Any Stream), Post Graduate (Any Stream)

Certifications If Any

Experience Range*

0-2 Years

Foundational skills*

(Provide fundamental/ primary skills that serve as a basis for the role)

o Ability to work well under pressure

o Ability to multitask and adapt to change

o Proficient with Microsoft Office Tools

o Fundamental understanding on Debit Cards

o Good Communication Skills(both written and oral)

o Strong analytical skills

o Detail oriented

o Proven Problem Solving Skills

o Self-motivated and results orientated

Desired skills:

o Previous work experience on any card disputes or servicing process

o Experience in US Customer Service or Fraud claims preferred and Good Communication skill both Written and Verbal

Work Timings*

(Specify the work timings wither rotational or fixed shifts)

7:30 – 16:30

Weekend Off

Job Location*

(Specify the work location(s) and other location if any)

GIFT City