Banking Customer Care for Voice Processes, Voice Agent–Process Associate- OnSite, Johannesburg SA

Genpact; Johannesburg; On-site; ZAR 30 000 - 40 000; Full time

Job summary

A technology services company based in Johannesburg is offering a Banking Customer Care Voice Agent position. The candidate will be responsible for resolving client issues related to fraudulent activities and conducting fraud detection. Required qualifications include a high school diploma, basic knowledge of Word and Excel, and an 85% proficiency in English. Join a dynamic team and enjoy opportunities for career growth and development in a values-driven environment.

Benefits

Hands-on experience

Mentorship opportunities

Continuous learning

Qualifications

• Minimum B1 English level.
• Basic knowledge of internet navigation.
• Flexibility in schedules is required.

Responsibilities

• Manage calls assigned by the client during the shift according to quality parameters.
• Conduct fraud detection and service inquiries.
• Handle inbound and outbound calls in Spanish & English.

Skills

Customer service skills

Fraud detection knowledge

English proficiency (85%)

Education

High school diploma

Tools

Word

Excel

Job description

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

Job Description – Banking Customer Care for Voice Processes, Voice Agent–Process Associate- OnSite, Johannesburg SA (BFS047579)

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

• Manage all calls assigned by the client during the shift, complying with expected quality parameters and customer service levels, and comply with the regular trainings and updates required by the client to operate seamlessly.
• Fraud detection.
• Service customers by answering product and service questions and advising about other products and services.
• Resolve product and service problems.
• Review and make changes on customers’ account when needed.
• Handle complaints.
• Handle inbound and outbound calls (Spanish & English).
• Adhere to compliance policy.
• Maintain a customer‑service‑oriented approach.

Qualifications we seek in you!

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 in 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.

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.