Process Developer

1 month ago

Pune, India Genpact Full time
Responsibilities:-Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:Domain Experience: BFSIChannel Experience: Voice (International Voice Process)Work Experience: Relevant experience in International Voice processCommunication & Comprehension Competencies: Versant Level 5 (58+) - during times of rapid hiring requirements, scores of 55-57 will be considered.Typing Speed: >25 WPMShift: Rotational shiftsAttitude: Customer and Solution Centric, patient & empathetic, eye for detailTool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft WordChange Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.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 OMsSeek steady improvement according to the QA guidelines.

Qualifications we seek in you

Minimum QualificationsGraduate/Bachelor’s Degree preferredComfortable working in a 24/7 work Environment with Rotational shifts.Relevant experience in performing Dispute Intake or similar banking/Fintech process in the ACH, debit and/or credit card industryStrong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written/verbal responses.

Undergrad awaiting results are also eligible

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