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 Payroll Trainer Specialist    Overview: Overview:  This role supports small-to-large US SMB businesses by enabling frontline teams to confidently manage end-to-end payroll and related money movement workflows within the accounting application ecosystem (Payroll, Payments, Accounting, and funding integrations).  The role requires a hands-on payroll domain expert who can translate real-world payroll operations into practical training that builds capability in processing accuracy, compliance, troubleshooting, and consultative selling. Experience in training batches for accounting softwares like Tally, Zoho, Sage, Netsuite, QuickBooks, etc preferred.  This role will build trust and confidence through deep domain expertise, structured problem-solving, and clear guidance, especially in high-risk, high-dollar payroll scenarios where compliance and timing are critical.  Responsibilities:   Train and enable teams on end-to-end US payroll workflows, including employee setup (W2/1099), payroll runs (regular/off-cycle), tax calculations, filings (941, 940, W-2, 1099), deductions, benefits, and garnishments.  ● Guide teams on how payroll connects with payments, bank funding (ACH/direct deposit), accounting (GL posting, reconciliation), and reporting within the Accounting application ecosystem.  ● Develop and deliver scenario-based training on real SMB payroll challenges such as missed payrolls, cash flow constraints, compliance risks, and employee impact.  ● Enable structured troubleshooting for payroll and money movement issues such as failed direct deposits, ACH returns, funding delays, tax miscalculations, filing errors, and reconciliation mismatches.  ● Build capability in root-cause analysis and investigative thinking, moving beyond scripted responses to real problem-solving.  ● Coach teams to own customer issues end-to-end, including documenting hypotheses, actions taken, and impact when escalation is required.  ● Train on clear, compliant, and confident communication, especially when handling sensitive payroll situations (delays, penalties, compliance failures), ensuring expectations are set and explained effectively.  ● Build deep understanding of US SMB customer contexts, including business size, cash flow cycles, payroll urgency, and regulatory risks.  ● Enable consultative selling and upsell behaviors, training teams to identify payroll needs, recommend appropriate Accounting application Payroll tiers, and attach ecosystem products (payments, accounting, lending).  ● Embed sales methodologies (SPIN, Challenger, Solution