Senior Associate
Genpact
5 - 10 years
Gurugram
Posted: 3/24/2025
Job Description
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: Versant Level 5 (58+) - during times of rapid hiring requirements, scores of 55-57 will be considered.
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.
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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