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Job Description
With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brandsand we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.
Inviting applications for the role of Voice/Chat Support Associate/Sr. Associate Leading US FinTech
In this role, The Disputes Support Analyst will be responsible for providing a world-class experience for our members, while handling their inbound phone call inquiries about the disputed transaction(s). They would be responsible for initiating a new dispute by efficiently capturing all relevant information from the Member accurately, as per US regulatory & compliance requirements.
Successful candidates should possess experience in servicing US based customers, preferably in Banking, cyrpto Financial Crime and/or FinTech Domains. They should have proven ability of having demonstrated key skills including logical thinking, problem solving, transaction analyses and customer spending patterns/behavior.
Responsibilities
Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:
Domain Experience: BFSI
Channel Experience: Voice (International Voice Process)
Work Experience: Relevant experience in International Voice process
Shift: Rotational shifts
Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
Tool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word
Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.
Use available information and tools to validate identity of the caller to safeguard Member information.
Initiate effective and timely written communication with Members.
Accurately and efficiently capture customer interactions, notes and all relevant information to the case using web-based applications and submit dispute claims forms for investigation within prescribed regulatory and compliance timelines.
Use internal and third-party web tools to execute dispute claim investigations in accordance with Federal Regulations E and Z, NACHA Operating Rules, and other applicable regulations.
Effectively guide Members to navigate online tools and applications to enable uploading of documents.
Adhere to all policies and procedures while showcasing Member centric servicing ethos.
Ensure high quality service delivery in a 24/7 environment.
Take allotted training and execute on action plans discussed during coaching sessions.
Continuously focus and drive improvements according to behavioral and SMART action plans from TLs and OMs
Seek steady improvement according to the QA guidelines.
Qualifications we seek in you!
Minimum Qualifications
Graduate/Bachelor’s Degree preferred
Comfortable working in a 24/7 work Environment with Rotational shifts.
Relevant experience in performing Dispute Intake or similar banking/Fintech process in the ACH, debit and/or credit card industry
Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written/verbal responses.
Preferred Qualifications/ Skills
Excellent customer service skills and ability to assist in customer inquiries independently.
Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
Self-disciplined, diligent, proactive and detail oriented
Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
Ability to maintain high levels of confidentiality and data security standards.
Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.
Keen attention to detail, customer profiling and pattern identification
Basic knowledge of Banking Industry & Regulatory Environment with in depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA
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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
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.
