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, Works with customers to assess customer needs to determine and implement individualized account resolution. Appropriately responds to customer service inquires in a manner that promotes a positive Company brand. Complies with all aspects of the Fair Debt Collection. Practices Act (FDCPA), other regulatory requirements and company policies and procedures.

Responsibilities

Core Collections:

Works with customer to create affordable plans

Request’s debit or ACH information to secure plans

Modifies plans as requested by customers

Takes appropriate action if customer disputes the account(s)

Listens for hardship cues in customer conversations and notes account appropriately

Update’s customer account information including; telephone, mobile, address and email Requests required letters to be mailed or emailed as appropriate to customers to notify of transfer of account, encourage payment of delinquent account or confirm agreements to settle account

Records information about financial status of the customer and status of collection efforts using automated collections software

Obtains and reviews appropriate correspondence and documents, both paper and electronic that pertain to the account

Establishes payment schedule, grants extensions of payment deadlines or temporary payment suspension

Settles accounts within limits authorized or obtains necessary information for supervisor to review/approve the settlement Responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility

Peer Coaching and Development

• Provides signoffs/acknowledgements for payment plans established by peers when needed

• Provides developmental support in new hire onboarding through peer-to-peer mentoring and sharing best practices

Qualifications we seek in you

Minimum Qualifications

High School Diploma or equivalent

Preferred Qualifications/ Skills

Excellent communication and customer service skills

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.