Specialist - Customer Care - Voice 4A

Job description

Specialist - Customer Care - Voice Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.  Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook. Job Description SMB Payments Trainer Specialist  Overview:  This role supports the development of frontline teams serving US Small and Mid-Market Businesses across the Accounting application Payments ecosystem. The trainer will enable teams to confidently support customers navigating complex money movement scenarios involving payments acceptance, bank funding, deposits, withdrawals, lending, and connected banking experiences.  The role requires a hands-on US banking and payments domain expert who understands how SMB customers manage cash flow, move funds, access capital, and operate within the US financial system. The ideal candidate brings deep expertise in payment processing, ACH networks, merchant services, card processing, bank funding, risk operations, and banking workflows, coupled with the ability to translate that knowledge into impactful learning experiences. Experience in training batches for accounting softwares like Tally, Zoho, Sage, Netsuite, QuickBooks, etc preferred.    This role will build capability in diagnosing complex money movement issues, understanding the interconnected relationship between banking and payments, navigating regulatory and risk requirements, and helping teams confidently engage SMB customers through both service and consultative sales conversations.    Responsibilities:  ● Train and enable teams on US money movement ecosystems, including ACH payments, card processing, merchant settlement, bank transfers, deposits, withdrawals, lending disbursements, and funding workflows.  ● Develop expertise in how money flows between customers, card networks, acquiring banks, issuing banks, payment processors, merchant accounts, and business bank accounts.  ● Guide teams on how Accounting application Payments, Accounting application Checking, Accounting application Capital, Banking Connections, and Accounting products interact throughout the customer journey.  ● Develop and deliver training on SMB banking concepts including cash flow management, account funding, settlement timing, payment processing cycles, returns, holds, reserves, and liquidity challenges.  ● Create scenario-based learning around real-world customer issues such as ACH returns, payment reversals, failed deposits, funding delays, chargebacks, dispute outcomes, bank connection failures, account restrictions, and reconciliation discrepancies.  ● Build capability in identifying root causes across multiple systems and understanding upstream and downstream impacts of money movement events.  ● Coach teams to confidently explain banking and payments concepts to customers using clear and simple language while maintaining compliance and managing customer expectations.  ● Train employees to navigate sensitive conversations involving risk reviews, payment holds, funding delays, bank account verification r