Sr. Associate - Customer Care - Collections 5B

3301 EDM S de RL de CV; Región Centro; Hybride; MXN 260 000 - 420 000; Plein temps

Résumé du poste

Genpact is seeking a Sr. Associate - Customer Care - Collections to lead collections efforts, monitor and reconcile accounts, and ensure compliant, timely cash inflow. The role collaborates with Credit Management, Sales, and other functions to resolve issues and achieve KPIs.

The position emphasizes handling disputes, maintaining detailed records, and applying company policies to negotiation and settlements in a fast-paced environment.

Qualifications

• Bachelor's degree in business, communications, hospitality, IT, or marketing as listed in the job qualifications.
• Experience in debt collection, account monitoring, and dispute resolution is required or preferred.
• Ability to maintain detailed records and generate regular collection reports as described in the role.

Responsabilités

• Reach out to customers with overdue accounts via phone, email, and letters to initiate collections.
• Negotiate repayment terms and settlements according to company policies.
• Monitor accounts for overdue payments and reconcile balances with customers.
• Maintain records of all communications and payment commitments in CRM or collections systems.
• Investigate and resolve disputes related to billing or payments and escalate when needed.
• Collaborate with Credit Management, Sales, Supply Chain, and Cash Application to resolve issues.
• Meet or exceed daily, weekly, and monthly collection targets and KPIs.
• Adhere to legal, regulatory, and internal SOPs and quality benchmarks.

Connaissances

Debt Collection

Account Maintenance

Cash Application

Credit Underwriting

Negotiation

Formation

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Certified Data Processor (CDP)

Description du poste

Sr. Associate - Customer Care - Collections

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

• Debt Collection & Communication
  • Reach out to customers with overdue accounts using phone, email, and letters to initiate collections.
  • Negotiate repayment terms and settlements in accordance with company policies.
• Account Monitoring & Reconciliation
  • Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items.
  • Reconcile account balances with customers and address unapplied credits.
• Record-Keeping & Reporting
  • Maintain detailed and accurate records of all customer communication and payment commitments.
  • Log outcomes of collection efforts and follow-ups in CRM or collections systems.
  • Prepare and submit regular collection activity reports for management review.
• Dispute Resolution & Escalation
  • Investigate and resolve customer complaints or disputes related to billing or payments.
  • Escalate unresolved or complex cases to senior staff or legal teams as needed.
• Cross-Functional Collaboration
  • Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues.
  • Provide necessary documentation to support third-party collections or bankruptcy cases.
• Performance & Target Achievement
  • Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs.
  • Ensure timely cash inflow within agreed payment terms and SLAs.
• Compliance & Process Adherence
  • Follow all applicable legal and regulatory requirements related to debt collection.
  • Adhere to company policies, SOPs, and standard quality benchmarks.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing Certifications Certified Data Processor (CDP) - LinkedIn LearningLinkedIn Learning, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources Required Skills Account Maintenance, Cash Application, Credit Underwriting Language English (Required) Language Proficiency - Upper Intermediate - B2 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Collections Remote Type - Hybrid Work Shift - Day Job (Mexico)

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

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.

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. Genpact never asks applicants to pay to be part of our hiring process.