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Associate

2 weeks ago

Gurugram Haryana, India Genpact Full time

Genpact (NYSE: G) 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. Powered by our purpose - the relentless pursuit of a world that works better for people - 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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- In this role, 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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- Responsibilities_
- Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:_
- _Domain Experience: BFSI_
- _Channel Experience: Voice (International Voice Process)_
- _Work Experience: Relevant experience in International Voice process_
- _Communication & Comprehension Competencies: Excellent_
- _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._
- _Use available information and tools to validate identity of the caller to safeguard Member information._
- _Initiate effective and timely written communication with Members._
- _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._
- _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 behavioral and SMART action plans from TLs and OMs_
- _Seek steady improvement according to the QA guidelines._

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- Qualifications we seek in you_

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- Minimum 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 a grammatically correct, concise and accurate written/verbal responses._

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- Preferred Qualifications/ Skills_
- _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._
- _Keen attention to detail, customer profiling and pattern identification_
- _Basic knowledge of Banking Industry & Regulatory Environment with in depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA_

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Job_**_Associate_

**_ Primary Location_**_India-Gurugram_

**_ Schedule_**_Full-time_

**_ Education Level_**_Bachelor's / Graduation / Equivalent_

**_ Job Posting_**_Feb 25, 2025, 4:01:32 AM_

**_ Unposting Date_**_Ongoing_
- Master Skills List_Operations_
- Job Category_Full Time_