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

Genpact; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

A global technology services company is looking for a Banking Customer Care Voice Agent in Johannesburg. The role involves addressing fraudulent activity calls and assisting clients in resolving issues. Candidates must have a high school diploma and basic knowledge of Word and Excel. Strong customer service skills are desired, along with flexibility in schedules. This is an opportunity to work with a leading force in AI and digital innovation while contributing to meaningful change.

Qualifications

• High school diploma is required.
• Basic knowledge in Word and Excel needed.
• Flexibility in schedules is a must.
• Ability to work flexible schedules.

Responsibilities

• Answer incoming calls related to fraudulent activities.
• Analyze fraud data and identify fraudulent activities.
• Review and make changes on customers’ accounts when needed.
• Handling inbound and outbound calls (Spanish & English).
• Adhering to compliance policy.

Skills

Customer service

Fraud detection

Internet navigation

Word

Excel

Education

High school diploma

Tools

Word

Excel

Internet navigation

Job description

Overview

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.

Inviting applications for the role of Banking Customer Care for Voice Processes, Voice Agent–Process Associate- English, OnSite, Johannesburg SA

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

Responsibilities

The candidate will be responsible for managing all call assigned by the client within their working shift complying with the expected quality parameters, customer service levels as well to comply with the regular trainings and updates the client requires to operate seamlessly. The work scope includes, but is not limited to:

• 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 inbound and outbound calls (Spanish & English)
• Adhering to compliance policy

Qualifications

Minimum Qualifications (Note: strong emphasis on being able to meet the requirements)

• High school diploma
• Basic knowledge on Word, Excel
• Basic knowledge on internet navigation
• Flexibility – Schedules

Preferred Qualifications/ Skills

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

Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.

Kindly please see our Privacy Notice for Employment Candidates: https://www.genpact.com/privacy/notice-for-employment-candidates