Customer Support Representative

From 0 to 5 year(s) of experience
₹ Not Disclosed by Recruiter
Posted: 14 days agoOpenings: 180Job Applicants: 1492Job Views: 4758+

Job Description

Location: Pune

Shift: US Shift

Exp required: Freshers to 4years of experience in Customer Support


Inviting applications for the role of Voice Support Associate/Sr. Associate/ Management Trainee


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
  • 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.

Role:Voice / Blended - Other

Salary: Not Disclosed by Recruiter

Industry:IT Services & Consulting

Department:Customer Success, Service & Operations

Role Category:Voice / Blended

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

Company Profile

Genpact

Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and industry expertise to deliver disruptive business outcomes – an approach we call Lean DigitalSM. We deliver value to our clients in two ways – through digital-led, domain-enabled solutions that drive innovation, and through intelligent operations enabled by digital that design, transform and run clients’ operations. Our approach is continually refined in one of the world’s largest digital process sandboxes, where we test and improve thousands of processes. For two decades, first as a General Electric division and since 2005 as an independent company, we have been passionately serving our clients. We generate impact for clients from the Fortune Global 500 and beyond, and employ over 77,000 people in more than 20 countries, with key offices in New York City, Palo Alto, London, and Delhi. For additional information, visit www.genpact.com. Follow Genpact on LinkedIn, Twitter, YouTube, and Facebook.
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Contact Company:Genpact

Address:Genpact Building DLF City, Phase V Sector Road, Sector 53,Gurgaon, GURGAON, Haryana, India

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