Auto Finance – Senior Agent Customer Service Management Trainee- 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 Senior Agent Customer Service -Management Trainee- English On site Johannesburg

Reports To: Team Leader / Assistant Manager
Role Overview
Handle complex FCA-regulated cases and act as a Subject Matter Expert (SME) within the team. Provide guidance and support to junior agents and ensure UK customers receive accurate fair and compliant outcomes via voice and email channels.
Expanded Responsibilities
Manage complex and escalated customer cases applying judgment and making FCA-compliant decisions
Act as SME for processes FCA rules and redress procedures providing guidance to other agents when required
Support and coach junior agents reviewing cases and helping with problem resolution
Maintain accurate and complete records in Salesforce CRM for calls emails and case notes
Escalate only high-risk or unresolved issues to Team Leaders / Assistant Managers
Participate in Quality Assurance (QA) evaluations implement feedback and drive process improvements
Ensure compliance with FCA rules Treating Customers Fairly (TCF) and internal policies
Contribute to MI reporting by ensuring data is accurate and identifying trends or recurring issues
Proactively identify training or knowledge gaps within the team and support Trainers where needed
Support the team in meeting KPIs including case volumes resolution times and quality standards
Participate in process updates campaigns and new initiatives to ensure smooth implementation
Minimum Qualifications / Skills
Higher Diploma/Higher Certificate (Finance Business or related)
Experience in regulated financial services Auto Finance or Collections 3 Years
Ability to handle complex cases and make judgment-based decisions
C1-level English proficiency (spoken and written)
Strong problem-solving and interpersonal skills

Preferred Qualifications / Skills
Hands-on experience with Salesforce CRM Genesys MS Office/Excel
Experience mentoring or supporting junior agents
Knowledge of QA frameworks complaint resolution and regulatory reporting
Experience interacting with UK customers
Strong organizational 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.

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