Senior Associate - Customer Care Voice Payments

Genpact; Gurugram District; On-site; INR 360,000 - 600,000; Full time

Job summary

Genpact in Gurugram is inviting applications for Senior Associate - Customer care - Payments. You will guide customers through end-to-end money movement workflows, handling inflows and outflows with accuracy and customer confidence, across global payment products.

The role requires diagnosing issues, maintaining clear communication, and following risk and compliance requirements. You will own cases from intake to resolution, escalate when needed, and help drive customer success in a fast-paced,

Qualifications

• Graduate with B.Com or equivalent.
• Experience in payments or customer care preferred.
• Strong written and spoken English.

Responsibilities

• Guide customers through end-to-end money movement workflows for payments and funding, with emphasis on accuracy and customer confidence.
• Diagnose and resolve transactional issues such as failed payments, holds, disputes, and funding delays using a structured investigative approach.
• Own customer issues from intake to resolution and escalate with clear hypotheses, evidence, and actions taken to reduce repeat work.

Skills

Customer care

Investigative skills

Money movement

Communication

Education

B.Com

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 advanced technology solutions were scaling 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 Senior Associate - Customer care - Payments | Gurugram | US Shift |

Responsibilities:

• Guide customers through end-to-end money movement workflows for payments and funding, including receiving money (inflows) and sending/withdrawing money (outflows), with an emphasis on accuracy, timeliness, and customer confidence.
• Diagnose and resolve transactional issues such as failed/returned payments, holds, chargebacks/disputes impacts, funding delays, bank connection issues, reconciliation mismatches, and deposit/withdrawal exceptions, using a structured investigative approach.
• Help customers understand how workflows connect across products (for example: payments deposits bank posting reconciliation; loans funding repayment reporting).
• Own customer issues from intake to resolution whenever possible; when escalation is needed, document hypotheses, evidence, actions taken, and customer impact clearly to reduce repeat work and customer effort.
• Communicate with clarity and confidenceespecially when sharing outcomes, the customer may not want to hear. Set expectations early, explain the why in plain language, and hold firm on policy, risk, and compliance requirements while still showing empathy and offering next-best options.
• Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments terminology.
• Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within role scope.
• Stay effective in a fast-changing environment by using available resources to find accurate answers quickly, keep up with updates, and stay focused on moving the customers issue forward.
• Gain a thorough understanding of the customers small business operations, challenges, and goals

Recommend the right solutions based on need across the client ecosystem and reinforce the value proposition and complete sale during call (including new customer acquisition and/or ecosystem attach)

Qualifications we seek in you

Minimum qualifications

• Graduate - Bcom.

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.
Lets 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.