Associate

_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._ **_ _** **_ _** - 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._ **_ _** **_ _** - 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: Versant Level 5 (58+) - during times of rapid hiring requirements, scores of 55-57 will be considered._ - _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._ **_ _** - Qualifications we seek in you_ **_ _** - 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._ **_ _** - 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_ **_ _** **_ Job_**_Associate_ **_ Primary Location_**_India-Gurugram_ **_ Schedule_**_Full-time_ **_ Education Level_**_Bachelor's / Graduation / Equivalent_ **_ Job Posting_**_Dec 31, 2024, 2:20:42 AM_ **_ Unposting Date_**_Jan 30, 2025, 12:29:00 PM_ - Master Skills List_Operations_ - Job Category_Full Time_