Auto Finance Agent Customer Service- Senior Process Associate– English – On site Johannesburg

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 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.

We are inviting applications for the role of Auto Finance Agent Customer Service- Senior Process Associate English On site Johannesburg

Job overview
Provide direct support to UK customers handling inbound/outbound calls and emails ensuring FCA-compliant outcomes accurate case documentation and timely resolution. You will contribute to team KPIs escalate complex cases and support continuous improvement initiatives.
Responsibilities
Handle inbound and outbound calls and email correspondence with UK customers professionally and compliantly
Validate customer information and supporting evidence to ensure accurate case handling
Maintain accurate detailed records in Salesforce CRM for all interactions
Escalate complex high-risk or unresolved cases to Senior Agents or Team Leaders
Resolve customer queries and complaints within delegated authority exercising judgment where appropriate
Adhere to FCA rules Treating Customers Fairly (TCF) principles and internal policies always
Participate in Quality Assurance (QA) evaluations implement feedback and continuously improve performance
Meeting service metrics: call handling times first contact resolution email response times and case closure volumes
Support team initiatives process updates and new campaigns by adapting to procedural changes quickly
Contribute to MI reporting by ensuring data is complete and accurate in Salesforce CRM
Identify trends common issues or potential compliance risks and report them to Team Leaders
Assist with training refreshers or knowledge sharing sessions for peers
Ensure confidentiality and data protection in line with UK regulations
Minimum Qualifications / Skills
Matric Certificate with English D result or better
Experience in customer service collections or financial services 2 Years
Knowledge of financial services operations and regulatory environment
B2-level English proficiency (spoken and written)
Strong written communication skills for email correspondence
Comfortable working UK operating hours

Preferred Qualifications / Skills
Hands-on experience with Salesforce CRM Genesys MS Office/Excel
Experience in Auto Finance Redress Banking Operations or Collections
Understanding of FCA rules and TCF principles
Ability to work independently while escalating appropriately
Strong interpersonal problem-solving and time management skills

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.
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