Customer Support and Resolution Specialist
19 hours ago
Genpact is a global professional services firm that delivers business outcomes that shape the future. With 125,000+ people across 30+ countries, we are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.
We serve and transform leading enterprises, including Fortune Global 500 companies, with our deep industry knowledge, digital operations expertise, and experience in data, technology, and AI.
Job Overview
In this role as a Voice/Chat Support Associate/Sr. Associate, you will be responsible for providing world-class experiences for our members while handling their inbound phone inquiries about disputed transactions. You will initiate new disputes by capturing relevant information from members accurately, adhering to US regulatory & compliance requirements.
Responsibilities
* Servicing inbound phone inquiries from members regarding service and support* Handling domain experience in BFSI, channel experience in Voice (International Voice Process), and work experience in International Voice process* Demonstrating excellent communication and comprehension competencies* Maintaining typing speed of >25 WPM and working in rotational shifts* Possessing customer-centric attitude, patience, and empathy, with an eye for detail* Utilizing tools such as Google Sheets and Google Docs or Microsoft Excel and Microsoft Word to validate caller identity and safeguard member information* Capturing customer interactions, notes, and relevant information using web-based applications and submitting dispute claims forms within prescribed timelines* Executing dispute claim investigations according to Federal Regulations E and Z, NACHA Operating Rules, and other applicable regulations* Guiding members through online tools and applications to enable document uploading* Adhering to policies and procedures while showcasing member-centric servicing ethos
Required Skills and Qualifications
* Bachelor's Degree preferred* Comfortable working in a 24/7 environment with rotational shifts* Relevant experience in performing Dispute Intake or similar banking/Fintech processes in the ACH, debit, and/or credit card industry* Strong written and verbal English skills and ability to compose grammatically correct, concise, and accurate responses* Excellent customer service skills and ability to assist customers independently* Strong interpersonal skills, communicating complex transactional issues correctly and clearly to internal and external customers* Self-discipline, diligence, proactivity, and attention to detail* Ability to effectively manage time and prioritize multiple tasks* Ability to maintain high levels of confidentiality and data security standards* Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.
Estimated Salary: $55,000 - $65,000 per year, based on location and experience.
About Genpact
Genpact is an Equal Opportunity Employer, considering applicants without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability, or any other characteristic protected by applicable laws.
We strive to create a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit our website.
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