Process Associate

at  Genpact

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Process Associate, Customer Care!
The Collections Representative handles outstanding accounts receivable dollars from the existing clients to help cure the accounts and resolving customer billing problems . This position will report to the Collections Front Line Manager.

Responsibilities:

• Ability to deal with specific Inbound/Outbound calls from customers
• Interpret procedural instructions and choose courses of action to resolve delinquencies
• Aligns with the goals and parameters of the established operational process
• Ensures compliance with quality objectives and compliance with institutional policies
• Provides the telephone collection service to the client
• Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the client’s reputation, customers, and assets
• Drives compliance with applicable laws and rules and regulations; adheres to Policy
• Call out, handle, and report control issues with transparency
• Ability to handle complaints and escalate where appropriate
• Provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
• Excellent customer service, negotiation and communication skills with the ability to recognize and support the specific needs of the most vulnerable customers
• Maintain and update customer related information systems to ensure that our client hold accurate records; collecting and accessing appropriate information relevant to your call type

Qualification we seek in you!

Minimum qualifications

• Excellent English interpersonal skills!

Preferred Qualifications:

• Must have a flexible schedule (including weekend shift work)
• Remains focused and diligent to the needs and issues of both the customer and the organization
• Has frustration tolerance, perseverance, and compassion

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.
JobProcess Associate
Primary LocationPhilippines-Muntinlupa City
ScheduleFull-time
Education LevelBachelor’s / Graduation / Equivalent
Job PostingJun 13, 2024, 1:11:41 AM
Unposting DateOngoing
Master Skills ListOperations
Job CategoryFull Tim

• Ability to deal with specific Inbound/Outbound calls from customers
• Interpret procedural instructions and choose courses of action to resolve delinquencies
• Aligns with the goals and parameters of the established operational process
• Ensures compliance with quality objectives and compliance with institutional policies
• Provides the telephone collection service to the client
• Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the client’s reputation, customers, and assets
• Drives compliance with applicable laws and rules and regulations; adheres to Policy
• Call out, handle, and report control issues with transparency
• Ability to handle complaints and escalate where appropriate
• Provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
• Excellent customer service, negotiation and communication skills with the ability to recognize and support the specific needs of the most vulnerable customers
• Maintain and update customer related information systems to ensure that our client hold accurate records; collecting and accessing appropriate information relevant to your call typ