Sr Associate - Customer Care - Voice 5B

Genpact; Gurugram District; Sur place; INR 350 000 - 520 000; Plein temps

Résumé du poste

Genpact in India is seeking a Sr. Associate – Customer Care Voice Payments to guide customers through end-to-end money movement workflows, including receiving and sending funds, with emphasis on accuracy and customer confidence.

You will diagnose and resolve transactional issues, explain cross-product workflows, and own issues from intake to resolution while maintaining compliance and empathy. This role requires strong communication and problem-solving in a fast-paced, night-shift environment.

Qualifications

• Bachelor's degrees in Business Administration, Communications, Hospitality, IT or Marketing.
• Certifications include COPC Customer Experience and SMG/KRC Poland HR.
• Required skills include Banking Capital Markets, CX, Fraud Detection, and Technical Support.

Responsabilités

• Guide customers through end-to-end money movement workflows for payments and funding, with emphasis on accuracy and timeliness.
• Diagnose and resolve transactional issues such as failed/returned payments, holds, disputes, funding delays, and bank connection issues.
• Explain workflows across products (payments to deposits to bank posting to reconciliation).
• Own customer issues from intake to resolution; document hypotheses, actions, and impact when escalating.
• Communicate clearly, set expectations, and adhere to policy, risk, and compliance requirements with empathy.
• Identify business goals and constraints, de-escalate when needed, using appropriate financial terminology.
• Follow policies and risk controls; navigate regulated money-movement scenarios.
• Stay updated in a fast-changing environment and move the customer’s issue forward.
• Develop understanding of customers’ small business operations, challenges, and goals.

Connaissances

Customer Care

Customer Service

Data Analytics

Fraud Detection

Technical Support

Banking Capital Markets

Fraud Disputes

Sales

Customer Experience

Formation

Bachelor's in Business Administration

Bachelor's in Communication

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Description du poste

Job Description:

Sr. Associate - Customer Care - Voice

Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Sr. Associate – Customer Care Voice Payments

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 confidence—especially 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 customer’s issue forward.


• Gain a thorough understanding of the customer’s 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

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support

Language

English (Required), English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Night Job (India)

Why join Genpact?
Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
Make an impact – Help global enterprises solve business challenges that matter
Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
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 140,000+ coders, 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.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a \'starter kit, paying to apply, or purchasing equipment or training.

Requirements: