Process Associate - Fraud Call Center Agent - Remote USA

Position: FCS FO Call Center Agent

Location: Remote

Ready to shape the future of work

At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industryfirst accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From largescale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fastmoving techdriven environment love solving realworld problems and want to be part of a team thats shaping the future this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cuttingedge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Process Associate Fraud Chargeback FO Call Center Agent

FCS FO Call Cenet Agents are responsible for taking inbound calls from cardholders and clients regarding Dispute and Fraud Claims regarding Credit and Prepaid cards. The agents gather detailed information from callers to initiate and support cardholders chargeback rights and provide claim updates.

Responsibilities

Answer incoming telephone calls from VISA/MC/Discover cardholders and financial institutions while provide desired claim information in an accurate and timely manner.

Determine proper reason for the call related to merchant fraud and dispute issues.

Handle and resolve customer escalation calls and correspondence with a sense of urgency.

Assist with special projects or other duties as assigned.

Use of additional technology and different systems.

Maintain departmental production and quality standards.

Qualifications we seek in you!

Minimum Qualifications

A high school diploma or equivalent or equivalent combination of education and experience that is required for the specific job level.

Preferred Qualifications/ Skills

At least one year of call center customer service experience.

Ability to work well in a fastpaced inbound call environment.

Excellent verbal and written communication skills.

PC knowledge and MS Office applications are a must to be successful in this environment.

Strong ability to deescalate customer emotions and retain customer through positive interactions.

Strong decisionmaking skills and ability to multitask. Candidate should demonstrate a strong attention to detail and the ability to work and make decisions independently.

Spanish speakers preferred but not necessary.

Ability to pay attention to details perform work accurately and make independent decisions.

Extremely reliable with solid overall attendance record and performance review.

Why join Genpact

Be a transformation leader Work at the cutting edge of AI automation and digital innovation

Make an impact Drive change for global enterprises and solve business challenges that matter

Accelerate your career Get handson experience mentorship and continuous learning opportunities

Work with the best Join 140000 bold thinkers and problemsolvers who push boundaries every day

Thrive in a valuesdriven culture Our courage curiosity and incisiveness built on a foundation of integrity and inclusion allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Lets build tomorrow together.

The approximate hourly base compensation range for this position is $18 to $19 per hour. 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 applicants experience knowledge skills and abilities; geographic location; and internal equity.

Work from home Los Angeles California based candidates are not eligible for this role.

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.