Senior Customer Experience Associate

4 weeks ago


Gurgaon, Haryana, India Genpact Full time
Job Description:
At Genpact, we are a global professional services firm delivering outcomes that shape the future. With over 125,000 people across 30+ countries, we are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

We are inviting applications for the role of Disputes Support Analyst, a key position in our organization responsible for providing a world-class experience for our members. As a Disputes Support Analyst, you will handle inbound phone call inquiries about disputed transactions, initiating new disputes by capturing relevant information accurately, and adhering to US regulatory & compliance requirements.

The ideal candidate should possess experience in servicing US-based customers, preferably in Banking, crypto Financial Crime, and/or FinTech domains. They should have demonstrated logical thinking, problem-solving, transaction analysis, and customer spending patterns/behavior skills.

Key Responsibilities:
  • Servicing inbound phone enquiries from Members requesting service & support.
  • Validating identity of callers to safeguard Member information.
  • Accurately and efficiently capturing customer interactions, notes, and all relevant information using web-based applications.
  • Initiating effective and timely written communication with Members.

Requirements:
We are seeking candidates with the following qualifications:
  • 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 in English, both written and verbal.

Preferred Qualifications:
We prefer candidates with the following skills:
  • Excellent customer service skills and ability to assist in customer inquiries independently.
  • Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
  • Self-disciplined, diligent, proactive, and detail-oriented.
  • Ability to effectively manage time and individually prioritize multiple tasks of competing priority.

Estimated Salary:$65,000 - $80,000 per annum

We offer a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. If you are passionate about delivering exceptional customer experiences, please share your resume at our careers page.

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