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
- Communication & Comprehension Competencies: Versant Level 5 (58+) - during times of rapid hiring requirements, scores of 55-57 will be considered.
- Typing Speed: >25 WPM
- 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.
- 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.
- 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.
JobSenior Associate
Primary LocationIndia-Gurugram
ScheduleFull-time
Education LevelBachelor's / Graduation / Equivalent
Job PostingMar 21, 2024, 7:28:51 AM
Unposting DateSep 17, 2024, 2:58:51 AM
Master Skills ListOperations
Job CategoryFull Time