Global Dispute Resolution Specialist

15 hours ago


Gandhinagar, Gujarat, India Genpact Full time

About Us

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Genpact (NYSE: G) is a global professional services and solutions firm dedicated to delivering outcomes that shape the future. Our team of experts across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

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Our Purpose

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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.

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Job Description

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We are inviting applications for the role of Voice/Chat Support Associate/Sr. Associate. In this position, you will be responsible for providing a world-class experience for our members while handling their inbound phone call inquiries about disputed transactions.

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Key Responsibilities:

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  • Servicing inbound phone enquiries from Members requesting service & support with domain experience in BFSI, channel experience in Voice (International Voice Process), relevant work experience in International Voice process, excellent communication & comprehension competencies, typing speed of >25 WPM, rotational shifts, customer and solution-centric attitude, patient and empathetic, eye for detail, tool/application experience, change management, flexible and adaptable to evolving needs of a high-growth and fast-paced organization environment.">
  • Use available information and tools to validate identity of the caller to safeguard Member information.">
  • Initiate effective and timely written communication with Members.">
  • Accurately and efficiently capture customer interactions, notes, and all relevant information to the case using web-based applications and submit dispute claims forms for investigation within prescribed regulatory and compliance timelines.">
  • Use 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.">
  • Effectively guide Members to navigate online tools and applications to enable uploading of documents.">
  • Adhere to all policies and procedures while showcasing Member-centric servicing ethos.">
  • Ensure high-quality service delivery in a 24/7 environment.">
  • Take allotted training and execute on action plans discussed during coaching sessions.">
  • Continuously focus and drive improvements according to behavioural and SMART action plans from TLs and OMs.">
  • Seek steady improvement according to QA guidelines.">
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Qualifications

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To be successful in this role, you should possess a Graduate/Bachelor's Degree preferred, comfort 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.

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Estimated Salary Range: $60,000 - $80,000 per annum, depending on location and experience.

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Contact Information: Please note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any way.

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About Genpact

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Genpact is an Equal Opportunity Employer and considers applicants for all positions 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.

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We Value Diversity and Inclusion

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We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

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Learn More About Us

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Please visit our website at www.genpact.com for more information.



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