Associate - Customer Care - Voice

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Inviting applications for the role of Associate & Senior Associate - Enhanced Process Dispute Analyst Dispute agents are responsible for review and resolution of cardholder disputes submitted through a centralized tool. In this role the enhanced process dispute agent would be responsible for analyzing the inbound dispute deciding using a combination of dispute AI knowledge and critical thinking and submitting the chargebacks to the appropriate network. This role may also involve communication between the cardholders and the clients customers using various tools Responsibilities: - Analyze regulatory disputes using an Enhanced Investigative Process with regulatory guideline and internal procedures. - Understand and apply Visa/Master Card/Pulse/Maestro/AMEX regulations along with regulatory/compliance requirements - Ensure compliance with Regulation E Regulation Z and the client specific policies. - Maintain or exceed established standards (SL As) for customer service - Use multiple customer support software tools to resolve issues including Salesforce Slack internal and external network web portals - Resolve basic issues with little or no supervision or direction. - Ensure proper escalation of more complex issues and identification of potential processing problems - Work with peers and leadership to communicate fraud trends and share best practices ideas and information with the client and with our customers. - Coordinate with our Issuing Bank partners to ensure that the client is compliant with their requirements for monitoring reporting and dispute resolution. - Practice using sound decision-making and discretion in making independent decisions that mitigate corporate risk at each decision point throughout the investigation. - Participate in process improvement initiatives to enhance efficiency and compliance. - Stay updated on network chargebacks regulations and best practices in dispute management.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Account Maintenance, Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales Support, Speech Analytics, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Rotating (India)

Why join Genpact?
• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter 
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• 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 140,000+ coders, 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.