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meaningful transformation that moves us forward in our pursuit of a world that works
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experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality.
And as you help us create a better world, we will help you build your own intellectual
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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.

Successful candidates should possess 1-2 years of experience in servicing US based customers,
preferably in Banking, cyrpto 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: 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.

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

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. For more information, visit www.genpact.com .
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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.