Apprentice

About the role

Bank of America's Global Business Services (GBS) Client Protection organization in India (operating as BA Continuum India Private Limited) seeks an Apprentice to support Fraud Detection Operations and Consumer & Small Business Claims Operations. The role involves reviewing potentially fraudulent transactions, processing claims and chargebacks, investigating suspicious activity, and resolving customer requests across debit/credit card, ATM fee, and cheque fraud queues. Work is based out of Gurugram, Mumbai, Hyderabad, Gandhinagar (GIFT), or Chennai, with 24X7 rotational shifts and fixed or split weekly offs depending on the aligned process.

What you’ll do

• Process claims and chargebacks and respond to customer requests in a timely manner
• Work on deceased customer accounts and review potential fraud alerts sorted by fraud filters
• Investigate claims to identify suspicious activities and look for recovery opportunities per procedure
• Determine the best course of action to resolve claims or set correct customer expectations
• Maintain KPIs and KRAs of the process
• Complete a targeted number of decisions per hour while meeting decision accuracy standards
• Achieve productivity and fraud prevention goals while ensuring compliance with policies, procedures, and regulatory requirements

What you’ll bring

• Graduation in any stream
• 0-4 years of experience
• Basic knowledge of banking and products
• Basic knowledge of card networks and debit/credit cards
• Basic knowledge of fraud detection
• Ability to multitask and adapt to change
• Proficient with Microsoft Office tools
• Good communication skills (written and oral)

Skills

Education

Graduation (Any Stream)