Customer Care Voice Payments- Sr. Associate

Job description

*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 were 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 Customer Care Voice Payments- Sr. Associate** **Responsibilities:** ● Guide customers through end-to-end money movement workflows for payments and funding, including receiving money (inflows) and sending/withdrawing money (outflows), with an emphasis on accuracy, timeliness, and customer confidence. ● Diagnose and resolve transactional issues such as failed/returned payments, holds, chargebacks/disputes impacts, funding delays, bank connection issues, reconciliation mismatches, and deposit/withdrawal exceptions, using a structured investigative approach. ● Help customers understand how workflows connect across products (for example: payments → deposits → bank posting → reconciliation; loans → funding → repayment → reporting). ● Own customer issues from intake to resolution whenever possible; when escalation is needed, document hypotheses, evidence, actions taken, and customer impact clearly to reduce repeat work and customer effort. ● Communicate with clarity and confidence---especially when sharing outcomes, the customer may not want to hear. Set expectations early, explain the "why" in plain language, and hold firm on policy, risk, and compliance requirements while still showing empathy and offering next-best options. ● Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments terminology. ● Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within role scope. ● Stay effective in a fast-changing environment by using available resources to find accurate answers quickly, keep up with updates, and stay focused on moving the customer's issue forward. ● Gain a thorough understanding of the customer's small business operations, challenges, and goals Recommend the right solutions based on need across the client ecosystem and reinforce the value proposition and complete sale during call (including new customer acquisition and/or ecosystem attach) ***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.*