Sr. Associate
Genpact
- Gurgaon, Haryana
- Permanent
- Full-time
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:
- 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.
● 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