
HIRING FOR CHAT SUPPORT – GENPACT – 2024 RECRUITMENT (FRESHERS ELIGIBLE)
Inviting applications for the role of Voice/Chat Support Associate/Sr. Associate – Leading US FinTech
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.
With a startup spirit and 115,000+ curious and courageous minds, Genpact have the expertise to go deep with the worlds biggest brandsand we have fun doing it.
Successful candidates should possess 1-2 years of experience in servicing US based customers, preferably in Banking, crypto Financial Crime and/or FinTech Domains.
- Any Graduate is eligible (except LLB)
Responsibilities
Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:
- Domain Experience: BFSI
- Shift: Rotational shifts
- 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.
Minimum Qualifications
- Any Graduate is eligible (except LLB)
- Freshers are eligible
- 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
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