Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of [Management Trainee], [Customer Care]

In this role, you will own productivity, quality, process improvement and capacity planning (among other duties). Successful candidates will have a strong focus on the quality of delivery, a passion for employee development and a keen interest in process improvement and other responsibilities include interviewing, training, performance management, and employee engagement.

Responsibilities

Managing a team who are responsible to interact with customer regarding concerns about their banking products like cards, ACH etc, take appropriate actions based on the processes, tools and create case for further processing thru chat support.

Keep abreast of trends and guidelines impacting the financial institutions as well as changes in card network mandates and ACH rules which impact operations.

Responsible for achieving and exceeding the team’s defined metrics through sustainable change or process improvement.

Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.

Manage team attrition and absenteeism

Actively manage agent capacity and the triggers for creating actions to supply and demand.

Provide focused feedback loops for investigators based on performance and quality data.

Recruit top-quality agents. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities.

Take escalation calls when necessary

Share ideas with Management that positively influence the vision for the client by using their exposure to team's technical or business areas, their understanding of industry trends and fraud issues impacting the banking industry.

Qualifications we seek in you

Minimum Qualifications / Skills

High School Graduate or Equivalent, Bachelors Degree plus (Preferably with a background in commerce, finance or economics)

Relevant work experience performing Customer Service Support in the debit and/or credit card industry

Experience of handling team servicing customers via chat

Keen attention to detail risk identification

Basic knowledge of Banking Industry Regulatory Environment with in-depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA

Working knowledge of credit and debit card processes, terminology, and software

Good communication on written English skills and an ability to compose a grammatically correct, concise, and accurate written response

Good interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers via chat support.

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

Experience with Microsoft Office, including Outlook, Word, and Excel

Ability to lead cross-functional and diverse teams

Preferred Qualifications/ Skills

Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS etc.

Operational excellence expertise in the form of black belts/ green belts or equivalent work experience

Deep domain knowledge in fraud and disputes operations space or within the Banking Industry

Deep knowledge base in several platforms and specialties with the ability to share that knowledge with others.

Relevant experience Dispute Intake, Dispute / Chargeback processing, ACH / Cards Dispute workflows, Fraud Investigation etc.

Outstanding analytical, investigative, and writing skills combined with the ability to navigate through ambiguity in a fast-paced, multifaceted environment

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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

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.