Process Associate - Voice

Ready to shape the future of work?
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Process Associate/Process Developer - Cardholder Support Phone Agent
As a first line of communication with customers, this Voice Customer Service Agent position supports client organizations in handling inbound call inquiries from customers for the client’s card programs within defined SLAs. You will provide exceptional phone-based customer service while efficiently resolving transaction inquiries, dispute filings, card/account activations, and addressing product functionality questions.
Responsibilities
● Handle customer interactions professionally, ensuring quality issue and complaint resolution
● Navigate multiple systems and tools simultaneously while engaging with customers in real-time phone conversations
● Apply critical thinking to determine root causes and provide immediate resolution while on live calls
● Process transaction dispute intake and claims according to established procedures
● Assist customers with card activations, account inquiries, and general product support over the phone
● Document all customer interactions accurately in the CRM system
● Meet or exceed call productivity metrics including handle time, first call resolution, and quality standards
● Identify and escalate complex voice interactions when appropriate
● Report trending call issues that impact customer experience to management
● Adapt quickly to process changes and new information while maintaining call quality
Qualifications we seek in you!
Minimum Qualifications
• Experience in customer service phone experience in a voice contact center environment
• Relevant experience supporting payment/fintech/banking industry clients via phone
• Excellent verbal communication skills with clear diction and professional phone etiquette
• Ability to maintain composure during high-volume call periods and challenging interactions
• Strong active listening skills to understand customer needs expressed verbally
• Good time management to meet voice service level expectations
• Possess high quality soft skills (time management, problem solving, adaptability, interpersonal skills, verbal communication, work ethic)
• Strong multitasking abilities with demonstrated experience handling phone interactions while navigating systems
• Ability to follow written procedures and apply critical thinking to resolve issues during live calls
• Strong attention to detail with a curious and inquisitive nature
• Must be flexible and adaptable, demonstrating abilities to work with process and information changes
• Demonstrated ability to de-escalate challenging customer situations over the phone

Preferred Qualifications/ Skills
● Experience with financial services compliance requirements in a voice environment
● Knowledge of Regulation E and payment card industry regulations
● Proficiency in CRM software and ticketing systems while maintaining active phone conversations
● Previous experience using multiple software applications simultaneously during customer calls
● Familiarity with digital payment solutions, mobile wallets, credit or prepaid card programs
● Previous experience in a multi-client voice contact center environment
● Basic troubleshooting skills for common financial technology issues that can be resolved during a call
Why join Genpact?
• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
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 respect and integrity, customer focus, and innovation.
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.