Voice Support Associate/Sr. Associate

14 hours ago


Gurgaon, Haryana, India Genpact Full time
Job Title: Voice Support Associate/Sr. Associate

We are seeking a skilled and customer-focused individual to join our team as a Voice Support Associate/Sr. Associate in Gurgaon.

About the Role

In this role, you will be responsible for providing world-class service to our clients through inbound phone calls, handling their inquiries about disputed transactions while capturing all relevant information accurately and efficiently.

You will work closely with internal teams to ensure timely and effective communication with clients, adhering to regulatory and compliance requirements.

Responsibilities
  • Servicing inbound phone enquiries from clients requesting service & support.
  • Initiating effective and timely written communication with clients.
  • Capturing customer interactions, notes, and all relevant information using web-based applications and submitting dispute claims forms 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.
  • Guiding clients to navigate online tools and applications to enable uploading of documents.
  • Ensuring high-quality service delivery in a 24/7 environment.
Requirements
  • Experience in servicing US-based customers, preferably in Banking, crypto Financial Crime, and/or FinTech Domains.
  • Proven ability to possess logical thinking, problem-solving, transaction analysis, and customer spending patterns/behaviour skills.
  • Excellent Communication & Comprehension Competencies.
  • Typing Speed: >25 WPM.
  • Shift: Rotational shifts.
  • Attitude: Customer and Solution Centric, patient & empathetic, eye for detail.
  • Tool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word.
  • Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast-paced organization environment.
Salary Information

The estimated salary range for this position is ₹500,000 - ₹800,000 per annum, depending on experience and qualifications.



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