Process Developer Email & Chat

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 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 anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge 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/Process Developer - Cardholder Support Email and Chat Agent
As a first line of written communication with customers this Email/Chat Customer Service Agent position supports client organizations in handling digital inquiries from customers for the clients card programs within defined SLAs. You will provide exceptional written customer service while efficiently resolving transaction inquiries dispute filings card/account activations and addressing product functionality questions through email and chat channels.
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
Relevant years of customer service experience in email or chat support
Relevent of experience supporting payment/fintech/banking industry clients
Excellent written communication skills with strong grammar spelling and composition abilities
Strong multitasking abilities with demonstrated experience handling multiple written customer inquiries simultaneously
Ability to follow written procedures and apply critical thinking to resolve issues
Ability to adhere to productivity and quality requirements for written communications
Possess high quality soft skills (time management problem solving adaptability written communication work ethic)
Ability to identify potential escalations proactively and work towards resolution in writing
Strong attention to detail with a curious and inquisitive nature
Experience with email management systems ticketing systems and chat software
Experience identifying trending issues from written communications impacting consumer experience
Must be flexible and adaptable demonstrating abilities to work with process and information changes
Preferred Qualifications/ Skills
Experience with financial services compliance requirements in written communication
Knowledge of Regulation E and payment card industry regulations
Proficiency in CRM software and chat platforms
Previous experience using multiple software applications simultaneously while drafting customer responses
Familiarity with digital payment solutions mobile wallets or prepaid card programs
Demonstrated ability to de-escalate challenging customer situations through written communication
Advanced typing skills with high accuracy and speed (45 WPM)
Experience creating and using templated responses while personalizing to customer needs
Ability to maintain professional tone and clarity in written responses even during high-volume periods
Detail-oriented with the ability to accurately compose information while multitasking
Adaptable to process changes and willing to continuously learn new systems and procedures
Team player who contributes positively to the contact center environment
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.