Sr. Associate - Customer Care - Voice 5B

Sr. Associate - Customer Care - Voice Ready to turn bold ideas into real-world impact?  At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.   If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.    Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.  Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook . Job Description Sr. Associate – Customer Care Voice Payments     Responsibilities:   Guide customers through end-to-end money movement workflows for payments and funding, including receiving money (inflows) and sending/withdrawing money (outflows), with an emphasis on accuracy, timeliness, and customer confidence.  Diagnose and resolve transactional issues such as failed/returned payments, holds, chargebacks/disputes impacts, funding delays, bank connection issues, reconciliation mismatches, and deposit/withdrawal exceptions, using a structured investigative approach.  Help customers understand how workflows connect across products (for example: payments → deposits → bank posting → reconciliation; loans → funding → repayment → reporting).  Own customer issues from intake to resolution whenever possible; when escalation is needed, document hypotheses, evidence, actions taken, and customer impact clearly to reduce repeat work and customer effort.  Communicate with clarity and confidence—especially when sharing outcomes, the customer may not want to hear. Set expectations early, explain the “why” in plain language, and hold firm on policy, risk, and compliance requirements while still showing empathy and offering next-best options.  Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments terminology.  Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within role scope.  Stay effective in a fast-changing environment by using available resources to find…