Associate

**_With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better._**

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**_of Voice_**
**_/Chat Support_**
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**_Associate/Sr. Associate _**
**_- Leading US FinTech_**

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**_ In this role,_**
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- The Disputes Support Analyst will be responsible for providing a world-class experience for our members, while handling their inbound phone call inquiries about the disputed transaction(s). They would be responsible for initiating a new dispute by efficiently capturing all relevant information from the Member accurately, as per US regulatory & compliance requirements._

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**_Responsibilitiess_**:
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**_ Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:_**

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- **_Domain Experience: BFSI_**

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- **_Channel Experience: Voice (International Voice Process)_**

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- **_Work Experience: Relevant experience in International Voice process_**

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- **_Communication & Comprehension Competencies: Versant Level 5 (58+) - during times of rapid hiring requirements, scores of 55-57 will be considered._**

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- **_Typing Speed: >25 WPM_**

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- **_Shift: Rotational shifts_**

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- **_Attitude: Customer and Solution Centric, patient & empathetic, eye for detail_**

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- **_Tool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word_**

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- **_Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment._**

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- **_Use available information and tools to validate identity of the caller to safeguard Member information._**

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- **_Initiate effective and timely written communication with Members._**

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- **_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. _**

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- **_Adhere to all policies and procedures while showcasing Member centric servicing ethos._**

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- **_Ensure high quality service delivery in a 24/7 environment._**

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- **_Take allotted training and execute on action plans discussed during coaching sessions._**

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- **_Continuously focus and drive improvements according to behavioral and SMART action plans from TLs and OMs_**

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- **_Seek steady improvement according to the QA guidelines._**

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**_ Qualifications we seek in you_**:
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**_ Minimum Qualifications_**
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- **_Graduate/Bachelor’s Degree preferred_**

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- **_Comfortable working in a 24/7 work Environment with Rotational shifts._**

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- **_Relevant experience in performing Dispute Intake or similar banking/Fintech process in the ACH, debit and/or credit card industry_**

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- **_Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written/verbal responses._**

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**_ Preferred Qualifications/ Skills_**
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- **_Excellent customer service skills and ability to assist in customer inquiries independently._**

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- **_Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers._**

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- **_Self-disciplined, diligent, proactive and detail oriented_**

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- **_Ability to effectively manage time, and individually prioritize multiple tasks of competing priority._**

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- **_Ability to maintain high levels of confidentiality and data security standards._**

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- **_Keen attention to detail, customer profiling and pattern identification_**

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- **_Basic knowledge of Banking Industry & Regulatory Environment with in depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA_**

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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 orien