Sr. Associate - Customer Care - Voice 5B

Job description

Sr. Associate - 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 Sr. Associate – Customer Care Voice *Payroll*    Responsibilities:   • Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds successfully move out of the business to the right people at the right time.  • Diagnose and resolve payment, debit/withdrawal, direct deposit, and related payroll funding issues using a structured, investigative approach across customer-facing tools and back-office workflows.  • Help customers understand how workflows connect across products (for example: Team setup (employees, pay rates, taxes, benefits) + time tracking (hours, PTO, approvals) → payroll processing → pay delivery (DD/checks) → taxes/filings.  • Own customer issues from intake to resolution whenever possible; when escalation is required, clearly document findings, actions taken, and recommended next steps to minimize 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 of terminology.  • Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within a 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)                                                                                                                            Qualifications Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources Required Skills Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support Language English, English Language Proficiency - Upper Intermediate - B2 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Voice Remote Type - Office Work Shift - Night Job (India) Why join Genpact?•    Lead AI-powered transformation – Drive innovation and solve real-world bus