Team Member

About the Company

Bank of America is focused on improving financial lives by creating value through strong client, teammate, community, and shareholder relationships. The organization emphasizes responsible growth, a supportive workplace culture, and inclusive hiring across varied backgrounds and career journeys.

The company promotes a workplace that values collaboration, employee development, and well-being, with a strong preference for in-office engagement supported by flexibility where business needs allow.

Business Unit Overview

Global Business Services provides technology and operations support to Bank of America’s business lines and staff functions through a centrally managed, globally connected delivery model. The unit is known for strong execution, risk awareness, operational resilience, efficiency, and innovation.

In India, the organization operates across five locations through BA Continuum India Private Limited (BACI), the non-banking subsidiary and operating company for India-based Global Business Services work.

Process Overview

The Client Protection function includes Fraud Detection Operations and Consumer & Small Business Claims Operations. The fraud detection side reviews suspicious transactions filtered out by fraud systems and makes decisions using judgment-based review across areas such as new accounts, checks, deposits, and online activity. It also supports account closure fulfillment, loss allocation, defect analysis, secondary closure review, and hold audits.

The claims team handles fraud claims, billing disputes, and payment queries for consumer, commercial, and small business debit and credit card accounts. Work may include chargeback processing, reviewing merchant responses, issuing or denying provisional credit, fraud reporting, and merchant credit adjustments.

The Client Protection team operates across Gurugram, Mumbai, Hyderabad, GIFT, and Chennai.

Role Summary

This role works across multiple queues following defined procedures, with a strong emphasis on accuracy and consistency. The associate will handle disputes and fraud-related items involving Visa and MasterCard pinless debit cards, credit cards, ATM fee disputes, cheque fraud, and potential chargeback reason codes, ensuring each case is handled in line with Visa rules and internal resolution standards.

Responsibilities

• Handle customer requests promptly by processing claims and chargebacks, supporting customer inquiries, managing deceased-customer accounts, and reviewing fraud alerts generated by fraud filters to help protect both customers and the bank.
• Examine claims to spot suspicious patterns and identify possible recovery opportunities in line with procedure.
• Choose the most appropriate action to resolve a claim and communicate clear expectations to the customer.
• Meet the process KPIs and KRAs consistently.
• Work toward a defined volume of decisions each hour while maintaining decision-quality standards.
• Deliver productivity and fraud-prevention outcomes while staying aligned with policies, procedures, and regulatory requirements.

Requirements

• A graduation degree in any stream is required.
• 0 to 2 years of experience is preferred.
• Working understanding of banking products and services.
• Basic familiarity with card networks, debit cards, credit cards, and fraud detection concepts.
• Ability to manage multiple tasks and adjust to changing priorities.
• Strong command of Microsoft Office tools.
• Good written and verbal communication skills.
• Strong analytical ability, attention to detail, and problem-solving capability.
• Self-driven mindset with a focus on results.

Working Hours and Schedule

The Client Protection function runs 24x7. Shifts depend on the process assigned and may be rotational. Weekly offs may be fixed or split depending on the aligned process.

Location

Although the company overview references multiple India locations, this opening is tagged with Gurugram, Haryana, India.

Additional Information

No stipend or salary figure was provided in the source. No number of openings, start date, or application deadline was specified.

The original source also referred to the role as being part of the Client Protection operations team and noted compliance with applicable regulatory requirements.