Banking Customer Care for Voice Processes, Voice Agent - Senior Process Associate- On Site Joha[...]

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

Job summary

A leading tech services company seeks a Senior Process Associate for its Banking Customer Care Voice Processes in Johannesburg. This role involves resolving fraud-related inquiries, managing customer calls, and maintaining high-quality service standards. The ideal candidate will have strong English proficiency, a high school diploma, and some experience in customer service or voice processes. Join a dynamic team and advance your career while making an impact in a tech-driven environment.

Benefits

Mentorship and continuous learning opportunities

Dynamic work environment

Values-driven culture

Qualifications

• 85% English proficiency required.
• Flexibility in scheduling is essential.
• Experience in a voice process preferred.

Responsibilities

• Manage calls related to fraudulent activities and resolve issues.
• Analyze fraud data and answer inquiries.
• Handle inbound and outbound calls in Spanish and English.

Skills

English proficiency

Customer service orientation

Fraud detection

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 - Senior Process Associate- On Site Johannesburg SA (BFS047581)

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 - Senior Process Associate- On Site 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 calls assigned by the client within their working shift, complying with the expected quality parameters and customer service levels, and maintaining the regular training and updates the client requires to operate seamlessly. The work scope includes, but is not limited to:

• 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

Minimum Qualifications

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

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

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.