Customer Experience Specialist

6 days ago


Gurgaon, Haryana, India Genpact Full time
Company Overview

Genpact is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

We serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.


About the Role

This role will be responsible for providing exceptional customer experiences while handling inbound phone call inquiries about disputed transactions.

You will initiate disputes efficiently, capturing all relevant information from clients accurately, as per US regulatory & compliance requirements.

A successful candidate should possess experience in servicing US-based customers, preferably in Banking, crypto Financial Crime, and/or FinTech domains.

They should have proven ability to demonstrate key skills including logical thinking, problem-solving, transaction analyses, and customer spending patterns/behaviour.


Key Responsibilities
  1. Servicing inbound phone enquiries from Members requesting service & support, including domain experience, channel experience, work experience, excellent communication & comprehension competencies, typing speed, shift, attitude, tool/application experience, and change management.
  2. Validating caller identity to safeguard Member information, initiating effective and timely written communication, capturing customer interactions, notes, and relevant information using web-based applications, submitting dispute claims forms within prescribed timelines.
  3. 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 document uploading.
  4. Adhering to all policies and procedures, 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.
  5. Continuously focusing on improvements according to behavioural and SMART action plans from TLs and OMs, seeking steady improvement according to QA guidelines.

Qualifications
  • 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 grammatically correct, concise, and accurate written/verbal responses.

What We Offer

We offer an estimated salary of $55,000 - $65,000 per year, depending on location and experience.

As a Genpact employee, you can expect a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

At Genpact, we are committed to creating a world that works better for people.



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