Client Care Process Developer (Banking Operations)

Genpact Services LLC; Muntinlupa; On-site; PHP 480,000 - 600,000; Full time

Job summary

Genpact is hiring a Process Developer, Customer Care for the Bank Operations Client Service team in the Philippines. The role focuses on delivering outstanding client service, case management and regulatory reporting while supporting a high performing team.

The candidate will manage client accounts, resolve issues, and drive continuous improvements in service quality, efficiency and compliance across internal and external stakeholders.

Qualifications

• Ability to recognize, analyze and solve problems.
• Strong numeracy and communication skills.
• High attention to detail and commitment to quality.
• Professional telephone manner with the ability to build rapport with clients and stakeholders.
• Flexible and willing to try different approaches to reach successful outcomes.
• Understanding of the financial services industry.
• Accountability in all aspects of case management.
• Knowledge and experience in using complaints procedure.
• Passionate about helping people and excited about a career in Client Service.
• Positive attitude and desire to make a difference.

Responsibilities

• Providing outstanding service to clients, colleagues, partners and stakeholders (internal and external).
• Case management, enhanced customer due diligence.
• Escalation of regulatory reporting matters.
• Achievement of daily Key Performance Indicators of individual and team.
• Meeting or exceeding quality assurance targets.
• Effective Client Account Management to drive client advocacy.
• Raising issues through the correct channels, challenging positively and proactively working to overcome barriers.
• Adding value to each client interaction by understanding the client needs and adapting to find the best service approach.
• Identify and implement continuous improvements.
• Liaise with clients, internal business units, law enforcement agencies, industry representatives and other financial institutions.

Skills

Strong communication

Problem solving

Numeracy

Attention to detail

Time management

Customer service

Teamwork

Stakeholder management

Job description

Genpact is hiring a Process Developer, Customer Care for the Bank Operations Client Service team in the Philippines. The role focuses on delivering outstanding client service, case management and regulatory reporting while supporting a high performing team.

The candidate will manage client accounts, resolve issues, and drive continuous improvements in service quality, efficiency and compliance across internal and external stakeholders.