Banking Customer Care for Voice Processes, Voice Agent Senior Process Associate- On Site Johannesburg SA

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 industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI 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 thats shaping the future this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep 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 teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.

Inviting applications for the role of Banking Customer Care for Voice Processes Voice Agent - Senior Process Associate- On Site Johannesburg SA

The Fraud Telephone Assistant will be responsible for answering incoming calls related to fraudulent activities and assisting clients in resolving their issues. You will be required to analyze fraud data and identify potentially fraudulent activities answer inquiries and questions handle complaints troubleshoot problems and provide information related to product/services.

Responsibilities

The candidate will be responsible for managing all call assigned by the client within their working shift complying with the expected quality parameters customer service levels as well to comply with the regular trainings and updates the client requires to operate seamlessly. The work scope includes but is not limited to:

Fraud Detection
Servicing customers by answering product and service questions and advising about other products and services
Resolving product and service problems
Reviewing and making changes on customers account when needed
Handling complaints
Handling inbound and outbound calls (Spanish & English)
Adhering to compliance policy
Customer Service Oriented

Qualifications we seek in you!
Minimum Qualifications
High school diploma
85% English proficiency
Basic knowledge on Word Excel
Basic knowledge on internet navigation
Flexibility Schedules
B1 English Level Minimum
experience in a voice process

Preferred Qualifications/ Skills
Background on Customer service (desired but not mandatory)
Fraud detection experience (desirable but not a must)

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 hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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.