Customer Service Representative

1 week ago

Gurgaon, Haryana, India Genpact Full time

About the Role

We are seeking a highly skilled Customer Service Representative to join our team at Genpact. As a key member of our support team, you will be responsible for providing world-class service to our customers.

Job Description

This is a fantastic opportunity to work with a leading professional services and solutions firm, delivering outcomes that shape the future. You will be part of a dynamic team that values diversity and inclusion, respect and integrity, customer focus, and innovation.

In this role, you will be responsible for servicing inbound phone enquiries from customers requesting service & support with various banking and fintech-related issues. You will need to have strong communication skills, both written and verbal, and an ability to compose grammatically correct, concise and accurate responses.

Responsibilities

  • Servicing inbound phone enquiries from customers requesting service & support with various banking and fintech-related issues.
  • Initiating effective and timely written communication with customers.
  • Accurately and efficiently capturing customer interactions, notes and all relevant information to the case using web-based applications and submitting dispute claims forms for investigation within prescribed regulatory and compliance timelines.
  • Using 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 guiding customers to navigate online tools and applications to enable uploading of documents.
  • Adhering to all policies and procedures while showcasing customer-centric servicing ethos.
  • Ensuring high-quality service delivery in a 24/7 environment.
  • Taking allotted training and executing on action plans discussed during coaching sessions.
  • Continuously focusing and driving improvements according to behavioral and SMART action plans from TLs and OMs.
  • Seeking steady improvement according to QA guidelines.

Requirements

  • Graduate/Bachelor's Degree preferred.
  • Comfortable 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 industry.
  • Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written/verbal response.

Estimated Salary: $55,000 - $65,000 per annum

Benefits:

  • Opportunity to work with a leading professional services and solutions firm.
  • Dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
  • Competitive salary package.

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