1 Genpact Customer Support Executive Job

In this role, The Disputes Support Analyst will be responsible for providing a world-class experience for our members, while handling their inbound phone call inquiries about the disputed transaction(s). They would be responsible for initiating a new dispute by efficiently capturing all relevant information from the Member accurately, as per US regulatory & compliance requirements. 

Successful candidates should possess experience in servicing US based customers, preferably in Banking, crypto Financial Crime and/or FinTech Domains. They should have proven ability of having demonstrated key skills including logical thinking, problem solving, transaction analyses and customer spending patterns/behavior. 

Responsibilities
Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:
 Domain Experience: BFSI
 Channel Experience: Voice (International Voice Process)
 Work Experience: Relevant experience in International Voice process
 Communication & Comprehension Competencies: Excellent
 Typing Speed: >25 WPM
 Shift: Rotational shifts
 Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
 Tool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word
 Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.
●  Use available information and tools to validate identity of the caller to safeguard Member information.
●  Initiate effective and timely written communication with Members.
●  Accurately and efficiently capture customer interactions, notes and all relevant information to the case using web-based applications and submit dispute claims forms for investigation within prescribed regulatory and compliance timelines.
●  Use internal and third-party web tools to execute dispute claim investigations in accordance with Federal Regulations E and Z, NACHA Operating Rules, and other applicable regulations. 
●  Effectively guide Members to navigate online tools and applications to enable uploading of documents.
●  Adhere to all policies and procedures while showcasing Member centric servicing ethos.
●  Ensure high quality service delivery in a 24/7 environment.
●  Take allotted training and execute on action plans discussed during coaching sessions.
●  Continuously focus and drive improvements according to behavioral and SMART action plans from TLs and OMs
●  Seek steady improvement according to the QA guidelines.

Qualifications we seek in you!

Minimum Qualifications
●  Graduate/Bachelor’s Degree preferred
●  Comfortable working in a 24/7 work Environment with Rotational shifts.
●  Relevant experience in performing Dispute Intake or similar banking/Fintech process in the ACH, debit and/or credit card industry
●  Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written/verbal responses.

Preferred Qualifications/ Skills
 Excellent customer service skills and ability to assist in customer inquiries independently.
 Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
 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.
 Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.
 Keen attention to detail, customer profiling and pattern identification
 Basic knowledge of Banking Industry & Regulatory Environment with in depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA