Process Associate - Fraud Chargeback FO Call Center Agent

Genpact; Richardson (TX); Remote; USD 10,000 - 60,000; Full time

Job summary

An advanced technology firm is hiring a Process Associate to handle inbound calls regarding fraud and dispute claims. The ideal candidate will possess customer service experience, excellent communication skills, and attention to detail. This position offers a competitive pay rate of $16.00 to $17.00 per hour and is remote-friendly. Join a team that's shaping the future of work through AI and innovation.

Benefits

Flexible work environment

Career development opportunities

Innovative workplace culture

Qualifications

• Experience in a fast-paced inbound call environment.
• Strong ability to de-escalate customer emotions.
• Reliable with solid attendance and performance record.

Responsibilities

• Answer incoming calls from cardholders and financial institutions.
• Determine the reason for calls related to merchant fraud.
• Handle customer escalation calls with urgency.

Skills

Customer service experience

Verbal communication

Written communication

PC knowledge

Attention to detail

Education

High school diploma or equivalent

Bachelor's Degree or equivalent

Tools

MS Office applications

Job description

Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for the role of Process Associate, Fraud Chargeback FO Call Center Agent!

In this role, FCS FO Call Center Agents are responsible for taking inbound calls from cardholders and clients regarding Dispute and Fraud Claims related to Credit and Prepaid cards. The agents gather detailed information from callers to initiate and support cardholder's chargeback rights and provide claim updates.

Responsibilities

1. Answer incoming telephone calls from VISA/MC/Discover cardholders and financial institutions, providing desired claim information accurately and timely.
2. Determine proper reason for the call related to merchant fraud and dispute issues.
3. Handle and resolve customer escalation calls and correspondence with a sense of urgency.
4. Assist with special projects or other duties as assigned.
5. Use of additional technology and different systems.
6. Maintain departmental production and quality standards.

Qualifications we seek in you!

Minimum Qualifications

• A high school diploma or equivalent or an equivalent combination of education and experience required for the specific job level.

Preferred Qualifications/Skills

• At least one year of call center customer service experience.
• Ability to work well in a fast-paced inbound call environment.
• Excellent verbal and written communication skills.
• PC knowledge and MS Office applications are essential.
• Strong ability to de-escalate customer emotions and retain customers through positive interactions.
• Strong decision-making skills and ability to multi-task. Attention to detail and ability to work independently.
• Spanish speakers preferred but not necessary.
• Ability to pay attention to details, perform work accurately, and make independent decisions.
• Extremely reliable with solid attendance and performance record.

Why join Genpact?

• Be a transformation leader – work at the cutting edge of AI, automation, and digital innovation.
• Make an impact – drive change for global enterprises and solve meaningful business challenges.
• Accelerate your career – gain hands-on experience, mentorship, and continuous learning.
• Work with the best – join 140,000+ bold thinkers and problem-solvers.
• Thrive in a values-driven culture – our courage, curiosity, and integrity fuel progress.

Join us at Genpact and take your career to the next level. Let’s build tomorrow together.

The approximate annual base compensation range for this position is $16.00 to $17.00 per hour. The actual offer will depend on experience, skills, location, and internal factors.

Work-from-Anywhere Roles – “Los Angeles, California-based candidates are not eligible for this role”.

Genpact is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, sex, age, national origin, citizenship, marital status, military/veteran status, genetic information, sexual orientation, gender identity, disability, or other protected characteristics. We do not charge fees for job applications, and beware of scams asking for payment or equipment.

Job Details

• Position: Process Associate
• Location: Remote - USA
• Schedule: Full-time
• Education: Bachelor’s Degree or equivalent