Customer Service Associate
1 week ago
Genpact is a global professional services firm that helps leading enterprises deliver outcomes that shape the future.
We are inviting applications for the role of Voice/Chat Support Associate/Sr. Associate in our Disputes team.
This position involves providing world-class experience to our members, handling their inbound phone call inquiries about disputed transactions, and initiating new disputes by efficiently capturing relevant information from members accurately.
The successful candidate will possess experience in servicing US-based customers, preferably in Banking, Crypto Financial Crime, and/or FinTech domains. They should have demonstrated key skills including logical thinking, problem-solving, transaction analysis, and customer spending patterns/behavior.
Servicing inbound phone enquiries from Members requesting service & support with:
- Domain Experience: BFSI
- Channel Experience: Voice (International Voice Process)
- Work Experience: Relevant experience in International Voice process
- 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.
Responsibilities include:
- Validating identity of the caller to safeguard Member information.
- Initiating effective and timely written communication with Members.
- 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.
- Executing dispute claim investigations in accordance with Federal Regulations E and Z, NACHA Operating Rules, and other applicable regulations.
- Guiding Members to navigate online tools and applications to enable uploading of documents.
- Adhering to all policies and procedures while showcasing Member-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.
The estimated salary for this role is around $50,000 per year, depending on location and experience.
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 responses.
Preferred qualifications include:
- 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.
- Ability to maintain high levels of confidentiality and data security standards.
- Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.
- Keen attention to detail, customer profiling, and pattern identification.
- Basic knowledge of Banking Industry.
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