Associate

2 months ago

Lucknow, 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.

Inviting applications for the role of Voice/Chat Support Associate/Sr. Associate – Leading US FinTech

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. 

Successful candidates should possess experience in servicing US based customers, preferably in Banking, crypto Financial Crime and/or FinTech Domains. They should have proven ability of having demonstrated key skills including logical thinking, problem solving, transaction analyses and customer spending patterns/behavior. 

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.
● 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 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.
• Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.
• 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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