Sr. Associate - Customer Care - Voice 5B

1401 Genpact India Pvt. Ltd.; Jharsa; On-site; INR 400,000 - 600,000; Full time

Job summary

Genpact is seeking a Sr. Associate - Customer Care - Voice to guide customers through money-movement workflows, diagnose payment issues, and explain product connections across services.

You will own issues end-to-end, document actions, and uphold policy while delivering clear, empathetic service in a fast-moving AI-enabled environment. The role emphasizes accuracy, timely resolution, and customer confidence, with opportunities to build business understanding of client ecosystems and contribute

Qualifications

• Banking Capital Markets
• Customer Care
• Customer Experience (CX)
• Customer Service
• Data Analytics
• Fraud Detection
• Fraud Disputes
• Sales
• Technical Support
• Language English
• Language Proficiency - Upper Intermediate - B2

Responsibilities

• Guide customers through end-to-end money movement workflows for payments and funding, including inflows and outflows, with emphasis on accuracy and speed.
• Diagnose and resolve transactional issues such as failed payments, holds, chargebacks, funding delays, and reconciliation mismatches using structured investigation.
• Explain how workflows connect across products (payments, deposits, posting, reconciliation; loans, funding, repayment, reporting).
• Own customer issues from intake to resolution; escalate with documented hypotheses, actions, and impact to reduce repeat work.
• Communicate clearly and confidently, even when customers may not want to hear.
• Set expectations, explain the why in plain language, and balance policy, risk, and empathy.
• Build trust by identifying goals, de-escalating when needed, and using appropriate financial terminology.
• Follow policies, compliance, and risk controls; apply sound judgment in regulated money-movement scenarios.
• Stay updated, use resources to find accurate answers quickly, and move customer issues forward.
• Understand customer’s small business operations, challenges, and goals.

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

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

• 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
• 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.

We’re an agentic and advanced technology solutions company that runs mission‑critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run.

Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate.

There's a lot to learn here, and room to grow.