Banking Customer Care for Voice Processes, Voice Agent–Process Associate- English, OnSite, Joha[...]

Genpact; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A global services company in Johannesburg is seeking a Banking Customer Care Agent. This role involves managing calls related to fraud, assisting clients by resolving inquiries, and providing information on services. Candidates must have at least a high school diploma and 85% English proficiency. Basic knowledge of Word and Excel is expected. Join a dynamic team focused on innovation and customer service excellence. This position offers career growth opportunities in a supportive environment.

Benefits

Mentorship opportunities

Hands-on experience

Continuous learning

Qualifications

• High school diploma required.
• 85% proficiency in English is mandatory.
• Basic knowledge of Word and Excel needed.
• Basic internet navigation skills required.
• Flexibility with schedules is important.
• Minimum B1 English level is necessary.

Responsibilities

• Perform fraud detection and assist clients with fraudulent inquiries.
• Answer customer questions regarding products and services.
• Resolve customer product and service issues.
• Make necessary changes to customer accounts.
• Handle complaints and inbound/outbound calls.

Skills

Customer service orientation

Fraud detection experience

English proficiency (85%)

Education

High school diploma

Tools

Word

Excel

Job description

Banking Customer Care for Voice Processes, Voice Agent–Process Associate- English, OnSite, Johannesburg SA (BFS047582)

With us, you’ll learn fast, work smart, and make a difference. You'll build a career that matters.

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.

Role Overview

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.

The Fraud Telephone Assistant will be responsible for answering incoming calls related to fraudulent activities and assisting clients in resolving their issues. You will analyze fraud data, handle inquiries, troubleshoot problems, and provide information related to product/service offerings.

Responsibilities

• Fraud Detection
• Servicing customers by answering product and service questions and advising about other products and services
• Resolving product and service problems
• Reviewing and making changes on customers’ account when needed
• Handling complaints
• Handling inbound and outbound calls (Spanish & English)
• Adhering to compliance policy
• Customer Service Oriented

Qualifications

Minimum Qualifications

• High school diploma
• 85% English proficiency
• Basic knowledge of Word, Excel
• Basic knowledge of internet navigation
• Flexibility – Schedules
• B1 English Level Minimum

Preferred Qualifications / Skills

• Background on Customer service (desired but not mandatory)
• Fraud detection experience (desirable but not a must)

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 business challenges that matter
• Accelerate your career – Get hands‑on experience, mentorship, and continuous learning opportunities
• 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 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.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.