Process Developer

Ready to shape the future of work

At Genpact, we don't just adapt to change-we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's , our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atand on,,, and.

Inviting applications for the role of Process Associate/Process Developer - Cardholder Support Phone Agent

As a first line of communication with customers, this Voice Customer Service Agent position supports client organizations in handling inbound call inquiries from customers for the client's card programs within defined SLAs. You will provide exceptional phone-based customer service while efficiently resolving transaction inquiries, dispute filings, card/account activations, and addressing product functionality questions.

Responsibilities

• Handle customer interactions professionally, ensuring quality issue and complaint resolution

• Navigate multiple systems and tools simultaneously while engaging with customers in real-time phone conversations

• Apply critical thinking to determine root causes and provide immediate resolution while on live calls

• Process transaction dispute intake and claims according to established procedures

• Assist customers with card activations, account inquiries, and general product support over the phone

• Document all customer interactions accurately in the CRM system

• Meet or exceed call productivity metrics including handle time, first call resolution, and quality standards

• Identify and escalate complex voice interactions when appropriate

• Report trending call issues that impact customer experience to management

• Adapt quickly to process changes and new information while maintaining call quality

Qualifications we seek in you!

Minimum Qualifications

• Experience in customer service phone experience in a voice contact center environment

• Relevant experience supporting payment/fintech/banking industry clients via phone

• Excellent verbal communication skills with clear diction and professional phone etiquette

• Ability to maintain composure during high-volume call periods and challenging interactions

• Strong active listening skills to understand customer needs expressed verbally

• Good time management to meet voice service level expectations

• Possess high quality soft skills (time management, problem solving, adaptability, interpersonal skills, verbal communication, work ethic)

• Strong multitasking abilities with demonstrated experience handling phone interactions while navigating systems

• Ability to follow written procedures and apply critical thinking to resolve issues during live calls

• Strong attention to detail with a curious and inquisitive nature

• Must be flexible and adaptable, demonstrating abilities to work with process and information changes

• Demonstrated ability to de-escalate challenging customer situations over the phone

Preferred Qualifications/ Skills

• Experience with financial services compliance requirements in a voice environment

• Knowledge of Regulation E and payment card industry regulations

• Proficiency in CRM software and ticketing systems while maintaining active phone conversations

• Previous experience using multiple software applications simultaneously during customer calls

• Familiarity with digital payment solutions, mobile wallets, credit or prepaid card programs

• Previous experience in a multi-client voice contact center environment

• Basic troubleshooting skills for common financial technology issues that can be resolved during a call