Customer Support Specialist

4 weeks ago


Noida, India Genpact Full time

We are hiring for the role of Process Associate/ Process Developer -Voice roles

Responsibilities:-

Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:

  • Use available information and tools to validate identity of the caller to safeguard Member information.
  • Initiate effective and timely written communication with Members.
  • Accurately and efficiently capture customer interactions, notes and all relevant information to the case using web-based applications and submit dispute claims forms for investigation within prescribed regulatory and compliance timelines.
  • Use internal and third-party web tools to execute dispute claim investigations in accordance with Federal Regulations E and Z, NACHA Operating Rules, and other applicable regulations.
  • Effectively guide Members to navigate online tools and applications to enable uploading of documents.
  • Adhere to all policies and procedures while showcasing Member centric servicing ethos.
  • Ensure high quality service delivery in a 24/7 environment.
  • Take allotted training and execute on action plans discussed during coaching sessions.
  • Continuously focus and drive improvements according to behavioral and SMART action plans from TLs and OMs
  • Seek steady improvement according to the QA guidelines.

Qualifications we seek in you

Minimum Qualifications

  • Any Graduate/Bachelors Degree preferred. Freshers are eligible (except Law/ LLB)
  • Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written/verbal responses.

Preferred Qualifications/ Skills

  • Excellent customer service skills and ability to assist in customer inquiries independently.
  • Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
  • Ability to maintain high levels of confidentiality and data security standards.
  • Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.


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