Customer Support Representative

2 weeks ago


Gurgaon, Haryana, India Genpact Full time

About Us

Genpact is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

We serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Role Overview

We are seeking an experienced Credit Dispute Analyst to join our team in Gurgaon. As a Credit Dispute Analyst, you will be responsible for providing a world-class experience for our members while handling their inbound phone call inquiries about disputed transactions.

You will be initiating new disputes by efficiently capturing all relevant information from the member accurately, as per US regulatory & compliance requirements.

About You

To succeed in this role, you should have:

  • Graduate/Bachelor's Degree preferred
  • Comfortable working in a 24/7 environment with rotational shifts
  • Relevant experience in performing dispute intake or similar banking/Fintech process in the ACH, debit and/or credit card industry
  • Strong communication skills (written and verbal) in English

Your Key Responsibilities

  1. Use available information and tools to validate identity of the caller to safeguard Member information.
  2. Initiate effective and timely written communication with Members.
  3. 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.
  4. 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.
  5. Effectively guide Members to navigate online tools and applications to enable uploading of documents.
  6. Adhere to all policies and procedures while showcasing Member centric servicing ethos.
  7. Ensure high quality service delivery in a 24/7 environment.
  8. Take allotted training and execute on action plans discussed during coaching sessions.
  9. Continuously focus and drive improvements according to behavioral and SMART action plans from TLs and OMs
  10. Seek steady improvement according to the QA guidelines.

What We Offer

We offer a competitive salary of approximately ₹12,00,000 - ₹15,00,000 per annum, based on your experience and qualifications.

In addition to a stimulating work environment, we provide opportunities for growth and development, comprehensive benefits, and a collaborative team culture.



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