Payments - Voice - Gurgaon

Genpact; Dadri, Gurugram District; On-site; INR 400,000 - 560,000; Full time

Job summary

Genpact in Gurugram is hiring for a Payments - Voice role. You will act as subject matter expert for transaction-related customer interactions and guide on deposits, withdrawals, and payment processing.

You'll investigate payment failures, disputes, and reconciliation issues, while staying updated on payment products, banking workflows, and compliance requirements. This position is office-based and offers growth through coaching and collaboration.

Qualifications

• 2+ years of payments domain experience.
• Experience in voice/support roles.
• Knowledge of payment workflows and compliance requirements.

Responsibilities

• Handle transaction-related customer interactions.
• Provide guidance on deposits, withdrawals, and payment processing.
• Investigate payment failures and disputes.
• Collaborate with cross-functional teams for issue resolution.
• Maintain knowledge on payment products and policies.
• Coach and mentor junior agents.
• Support process improvements to reduce customer effort.

Skills

Payments domain

Voice process

Customer interactions

Problem solving

Education

Any Graduate (excluding Law)

Job description

Ready to shape the future of work?

At Genpact, we don't just adapt to change we drive it. AI and digital innovation are redefining industries and were leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we are scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today.

Inviting applications for Payments - Voice role

• Work location: Gurugram (Only work from office)


• Graduation: Any Graduate expect Law


• For payments-2+ years of experience in payments domain (Any graduate is eligible)

Responsibilities

Payment+Voice (Previous exp. in payments is required)

• Process & Product Expertise


• Serve as the payments expert for transaction-related customer interactions.


• Provide guidance on deposits, withdrawals, payment processing, reconciliation, disputes, funding delays, and chargebacks.


• Support the investigation of complex transaction and money-movement issues.


• Maintain expertise on payment products, banking workflows, policies, and compliance requirements.


• Floor Support & Escalation Management


• Assist frontline agents with high-impact customer issues and escalations.


• Support investigations involving payment failures, funding exceptions, transaction disputes, and reconciliation mismatches.


• Partner with cross-functional teams to expedite issue resolution.


• Ensure customer-impacting issues are documented and escalated appropriately.


• Coaching & Knowledge Management


• Conduct process refreshers and product update sessions.


• Support training, nesting, and certification activities.


• Develop and maintain knowledge resources and support documentation.


• Mentor agents and provide floor-walking support during operational hours.


• Quality & Continuous Improvement


• Analyze transaction-related contact drivers and emerging trends.


• Participate in quality calibrations and process reviews.


• Recommend process improvements to reduce customer effort and operational defects.


• Support implementation of new product releases and workflow enhancements.


• Business Support


• Enable agents to educate customers on payments workflows and best practices.


• Support value-based customer discussions and ecosystem adoption opportunities.


• Collaborate with Operations, Product, Risk, and Compliance teams.

Why join Genpact?

• Be a transformation leader Work at the cutting edge of AI, automation, and digital innovation


• Make an impact Drive change for global enterprises and solve business challenges that matter


• Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities


• Work with the best Join 140,000+ bold thinkers and problem-solvers who push boundaries every day


• Thrive in a values-driven culture Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up Let's build tomorrow together.

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. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.