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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

Responsibilities:

• Handle inbound and outbound customer calls related to credit and debit card accounts in a professional and timely manner.

Assist customers with account inquiries, card services, transaction questions, payment-related inquiries, and general account maintenance requests.

Verify customer identity and maintain account security in accordance with established policies and procedures.

Provide accurate information regarding products, services, account features, and available self-service options.

Resolve customer concerns and complaints while delivering a high level of customer satisfaction.

Research account activity and utilize available tools and systems to identify and resolve customer inquiries.

Escalate complex issues to appropriate support teams when required.

Accurately document customer calls and actions taken in designated systems.

Meet established productivity, quality, compliance, and customer experience standards.

Maintain confidentiality of customer information and adhere to all applicable regulatory and company policies.

Support process improvement initiatives, special projects, and additional responsibilities as assigned.

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 (Required), English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Remote

Work Shift -

Rotating (United States of America)

The approximate annual base compensation range for this position is:

31,200 to 39,000 USD
"Los Angeles, California based candidates are not eligible for this role. Richardson area candidates are eligible for this role only."

The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant's experience, knowledge, skills, and abilities; geographic location; and internal equity.

Why join Genpact?
Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
Make an impact - Help global enterprises solve business challenges that matter
Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
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 140,000+ coders, 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.