Sr. Associate - Customer Care - Voice 5B

1401 Genpact India Pvt. Ltd.; United States; Teletrabalho; USD 55 000 - 75 000; Tempo integral

Resumo da oferta

Genpact's Sr. Associate – Customer Care Voice payroll role guides customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds move to the right people on time and with accuracy.

You diagnose payment, direct deposit, and funding issues with a structured approach, explain how workflows connect Team setup, time tracking, payroll processing and tax filings, and own issues from intake to resolution.

Qualificações

• Bachelors degree related to business, communications, IT or marketing.
• Experience in payroll or financial services is a plus.
• Strong problem-solving and customer-facing communication skills.

Responsabilidades

• Guide customers through payroll setup, pay runs, corrections and post-payroll tasks.
• Diagnose and resolve payment, direct deposit, and funding issues with a structured approach.
• Explain how workflows connect team setup, time tracking, payroll processing and taxes.
• Own customer issues from intake to resolution; escalate with clear documentation when needed.
• Set expectations, explain policy clearly, and maintain empathy while offering options.
• Stay updated on policies, risk controls, and regulatory requirements.

Conhecimentos

Banking

Capital Markets

Customer Care

Customer Experience

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

Formação académica

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Descrição da oferta de emprego

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

Sr. Associate – Customer Care Voice *Payroll*

Responsibilities:

• Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds successfully move out of the business to the right people at the right time.
• Diagnose and resolve payment, debit/withdrawal, direct deposit, and related payroll funding issues using a structured, investigative approach across customer-facing tools and back-office workflows.
• Help customers understand how workflows connect across products (for example: Team setup (employees, pay rates, taxes, benefits) + time tracking (hours, PTO, approvals) → payroll processing → pay delivery (DD/checks) → taxes/filings).
• Own customer issues from intake to resolution whenever possible; when escalation is required, clearly document findings, actions taken, and recommended next steps to minimize 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 of terminology.
• Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within a 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, English

Language Proficiency

Upper Intermediate - B2

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.