Sr. Associate - Customer Care - Collections 5B

Genpact Portugal, Sociedade Unipessoal Lda; Lisboa; Presencial; EUR 28 000 - 36 000; Tempo integral

Resumo da oferta

Genpact Portugal, Sociedade Unipessoal Lda in Lisbon seeks a Senior Associate - Customer Care - Collections to support German-speaking customers on site. The role focuses on investigating issues, delivering solutions, and upholding high service standards for fintech clients.

You will collaborate with multiple teams, use CRM tools, and aim for first-contact resolution while documenting cases accurately. English and German fluency is required, with a proactive, customer-centric mindset in a

Qualificações

• Bachelor's degree preferred in a business, IT, or related field.
• Strong problem-solving and decision-making abilities.
• Experience in Customer Service/Support.
• Ability to multitask, prioritize and manage time effectively.
• Familiarity with CRM systems and practices.
• FinTech experience is a plus.
• Excellent communication across departments and stakeholders.
• Fluency in English and German required.

Responsabilidades

• Provide support for customers by investigating, troubleshooting and resolving issues.
• Use CRM tools and resources to meet high service standards.
• Be a trusted advisor, listen and empathize to value customer input.
• Take ownership and identify root causes to resolve issues on first contact.
• Educate customers and set clear expectations to add value.
• Lead by example to raise the performance bars for the team.

Conhecimentos

Problem-solving

Customer Service

Multitasking

CRM systems

FinTech experience

Communication

English language

German language

Formação académica

Bachelor's degree

Descrição da oferta de emprego

Sr. Associate - Customer Care - Collections 5B

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

Customer Support _ Senior Associate _ German _On site Lisbon

Responsibilities

• Responsible for providing support for customers by investigating, troubleshooting and resolving customer issues.
• Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
• Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.
• Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible ensure all defects are logged appropriately.
• Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
• Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.

Qualifications we seek in you!

• Any Graduate degree (good to have)
• Strong problem-solving and decision-making abilities
• Experience in Customer Service/Support
• Ability to multitask, prioritize, and manage time effectively
• Familiarity with customer relationship management (CRM) systems and practices
• Experience working in a FinTech environment/company (good to have)
• Great communication skills to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Must be able to read, write and speak in English
• Very good knowledge of English and German

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, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth Management

Language

German (Required)

Language Proficiency -

Advanced - C1

Job Type

Regular

Master Skill List -

Customer Care - Collections

Remote Type -

Office

Work Shift -

Standard (Portugal)

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.