Sr. Associate - Customer Care - Non - Voice 5B

Job description

Sr. Associate - Customer Care - Non - 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 As part of the Deceased & Estates team, you will be responsible for:​ • ​ • Support administrative activities associated with deceased estate cases and estate servicing requests.​ • ​ • Review, validate, and process estate documentation in accordance with established procedures andoperational guidelines.​ • ​ • Maintain accurate and up-to-date case records, customer information, and supporting documentation withinrelevant systems.​ • ​ • Assist in the administration and tracking of deceased estate cases to ensure timely processing and resolution.​ • ​ • Identify missing information or documentation requirements and coordinate with relevant stakeholders tosupport case progression.​ • ​ • Ensure all customer and estate information is handled with a high degree of confidentiality, professionalism,and sensitivity.​ • ​ • Monitor workload and case queues to ensure activities are completed within agreed service levels andoperational targets.​ • ​ • Escalate exceptions, processing issues, risks, or complex estate cases in accordance with establishedgovernance procedures.​ • ​ • Support compliance with internal policies, regulatory requirements, and process controls relating to deceasedestate administration.​ • ​ • Process account maintenance, correspondence, estate notifications, account closures, and relatedadministrative activities associated with deceased estate cases.​ ​Liaise with internal stakeholders to resolve case-related queries and facilitate efficient casemanagement.​ • ​ • Contribute to continuous improvement initiatives aimed at enhancing customer outcomes andoperational effectiveness.​ • ​ • Participate in training, knowledge-sharing, and process improvement activities to support teamperformance and capability development.​ • ​ • Demonstrate a strong risk and control mindset by adhering to established policies, procedures,regulatory requirements, and internal controls.​ Risk & Compliance Management​ • Operate within established risk management frameworks and ensure adherence to internal policies,procedures, and relevant legislation​ • Ensure customer interactions meet prescribed regulatory timeframes, Escalate identified issues,concerns, or risks to the appropriate teams for timely management and resolution​ • Complete all mandatory training requirements with-in the associated time frame​ • Positively reinforce a stron