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 Process Associate, Customer Care

In this role, you will be reviewing and eliminating potential fraud risks emanating from banking transactions (credit card, loans, deposits and payments activity). This requires logical thinking and problem-solving skills with common sense to approach fraud reviews in order to mitigate fraud impacts to the financial institution and their customers. Other responsibilities include participating in and creating projects and reports as needed, both ad hoc and otherwise.

Responsibilities

Investigate suspicious activity and abnormal customer behavior stemming from alerts generated from the fraud detection systems and controls. This includes out of pattern card spend or anomalous account activities.

Inbound contact to verify transactions and handling incoming customer queries on card decline/account block/ unfamiliar charge on statement (phone chat etc.)

Perform a reasonable investigation on alerts using all tools available to decision a review in a timely manner per designated SLA’s

Sufficiently document the steps taken during the review and decision rationale, along with supporting documentation used in the review.

Complete understanding of policy and procedures and familiarity with fraud investigation and case management tools

Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends

Consistently achieve/exceed quality standards for investigations

Qualifications we seek in you

Minimum Qualifications / Skills

Candidate with experience working on Fraud Ops (Detection, prevention etc.) / Financial Crime

Demonstrated ability to conduct research, work independently and make decisions with little or no guidance within the ambit of workflow/procedure

Adaptability to learn new processes, concepts and skills and an eye for detail

Strong communication both written and verbal English skills

Strong interpersonal skills, with the ability to communicate transactional issues correctly and clearly to both internal and external customers

Keen attention to detail risk identification

Basic knowledge of Banking Industry Regulatory Environment including but not limited to Regulations CC, D, E Z and Red Flags Rule, FCRA, etc.

Ability to articulate research findings and detail them out as per need

Ability to effectively manage time, and individually prioritize multiple tasks of competing priority

Ability to maintain high levels of confidentiality and data security standards

Preferred Qualifications/ Skills

High School Graduate or Equivalent, Bachelors Degree plus

Similar work experience at a financial institution

Certified Fraud Examiner certification a plus

Demonstrates sound decision making

Ability to work in a dynamic, fast paced environment

Strong attention to detail

Ability to work independently and in a group setting

Adaptable to change

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.