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
Directs and coordinates activities of team members engaged in collecting charged off customer accounts. Drives productivity and generates revenue through continuous coaching and development of team members. Responsible for regulatory compliance and company policy enforcement. Supports management by leading and/or mentoring peers.
Responsibilities
Productivity and Staffing Management
Maintains productivity standards by examining daily workload volumes, prioritizing work efforts, and developing timely and accurate forecasts
Identifies causes of performance deficiencies within team and executes improvement plans
Analyzes team data to identify training needs, potential revenue loss and other areas of improvement including screen enhancements and new tools to help representatives be more productive
Responsible for maximizing staffing levels that are consistent with company policies related to flexible scheduling, paid time off requests and make up time
Maintains performance records/reports for team and individual performance and holds team members accountable for individual performance and improvement
Works with AVP to support team level strategy through alignment of programs and initiatives and assisting with related implementation and execution
Responsible for the continuous identification, implementation, and dissemination of operational best practices through interaction with the site management team; escalates performance and compliance trends to AVP for remediation
Coaching and People Management
Maximizes the performance of Collectors through actively identifying development needs and deploying the appropriate coaching technique
Drives effective, compliant collection activities through monitoring, and developing team members
Maintains desired employee retention levels through employee development and engagement
Responsible for assisting with the execution of contests and incentives
Directs, guides and influences staff through effective communication, email messages, team meetings and classroom training
Conducts formal and informal training, initiates recommendation regarding promotions and salary changes, monitors leave and worked hours for non-exempt employees and facilitates employee discharge meetings with Human Resources; may be asked to interview potential candidates and make recommendations for hire.
Prepares, documents, and delivers performance reviews for assigned team members; completes and administers disciplinary actions to team members as needed
Responsible for guiding team members with customer complaints/problems that arise; addresses escalated complaints that team members are unable to resolve
Reviews requests from team members to settle accounts; refer settlements outside of given authority to next supervisory level if appropriate or reject the settlement proposal
Establishes and maintains an environment that encourages teamwork and individual efforts
Promotes site-wide team collaboration and models exemplary internal and external customer service
Champions and actively participates in company initiatives and processes; change events, volunteer events, diversity equity and inclusion initiatives, engagement activities
Assists with guiding managers with resolving complaints/problems that arise within the office or with a customer; acts as the first point of escalation for complaints that managers are unable to resolve
May be responsible for leading the management team, sitting in on disciplinary meetings with Collectors and Managers, overseeing leadership functions and facilitating manager huddles as requested and/or in the absence of an AVP
Assists in development of peers through facilitation of training and/or meetings; assists AVP in identifying/improving peer performance, productivity and compliance deficiencies through peer-to-peer coaching, training, and mentoring
Compliance Management
Monitors team member call performance against standards; receives input from Quality Control, Training Department and Site Leadership
Responsible for completing required call evaluations within required timeframes; ensures team members acknowledge call compliance and performance evaluations within a timely manner
Identifies violations of regulatory or other company policies; conducts retraining or disciplinary requirements as consistent with company policy; notifies leadership of acts that may result in litigation and works directly with the compliance department as needed
Engages in regular calibration with site management to ensure consistent application of compliant practices within organizational responsibility; assists site leadership with identifying site wide trends and determining appropriate action. May engage in cross functional calibration meetings.
Promotes customer service, ethical standards, and exceptional business practices
Ensures company policies and procedures are enforced accurately, timely and consistently
Responds to and remediates for any audit findings
Supervisory Responsibilities:
Responsible for the overall direction, coordination, and evaluation of full-time equivalent, non–exempt employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. May participate in interview processes; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications we seek in you
Minimum Qualifications
High School Diploma or equivalent
Preferred Qualifications/ Skills
Proficient understanding and application of elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA)
Excellent written and verbal communication skills, as well as interpersonal and customer service skills
Ability to identify problems, organize, collect, and analyze data and make recommendations for improvement
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.