Senior Associate - Backend Dispute Analyst

Ready to shape the future of work?  

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re 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 that’s 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 genpact.com and on LinkedIn, X, YouTube, and Facebook.  

 Inviting applications for the role of Associate/Senior Associate - Backend Dispute Analyst 

Dispute agents are responsible for review and resolution of cardholder disputes submitted through a centralized tool. In this role, the dispute agent would be responsible for analyzing the inbound dispute and submitting the chargebacks to the appropriate network. This role may also involve communication between the cardholders and the client’s customers using various tools. 

Responsibilities 

Understand and clearly explain Visa/MasterCard/Pulse/Maestro/AMEX regulations as necessary. 

• Review and assess transaction data, merchant evidence, customer claims, and supporting documentation to determine valid decision. 

• Prepare clear and concise rebuttals to card networks Visa/MasterCard/Pulse/Maestro/AMEX within required timelines. 

• Maintain or exceed established standards (SLAs) for customer service  

• Use multiple customer support software tools to resolve issues including Salesforce, Slack, internal, and external web portals 

• Resolve basic issues with little or no supervision or direction. 

• Ensure proper escalation of more complex issues and identification of potential processing problems. 

• Work with peers and leadership to communicate fraud trends and share best practices, ideas, and information in Client and our customers. 

• Coordinate with our Issuing Bank partners to ensure that Client is compliant with their requirements for monitoring, reporting, and dispute resolution. 

• Practice using sound decision-making and discretion in making independent decisions that mitigate corporate risk at each decision point throughout the investigation. 

Qualifications we seek in you! 

Minimum Qualifications 

• Relevant experience in dispute management in financial services, payment industry, etc 

• Strong understanding of Card Network regulations related to chargeback processing 

• Working knowledge of Reg E, Z, data privacy and other regulatory requirements for dispute management 

• Demonstrated ability to achieve results through cross-functional teams 

• Ability to prioritize, manage, and deliver on multiple projects simultaneously; highly motivated and able to work against aggressive schedules 

• Superior communication skills (verbal, written, email) 

• Ability to follow written procedures and apply critical thinking to resolve issues 

• Positive attitude, team player, adaptable, resourceful, inquisitive, and self-starter who is able to work independently 

Preferred Qualifications/ Skills 

• Proficiency in CRM software and previous experience using multiple software applications simultaneously  

• Familiarity with digital payment solutions, mobile wallets, or prepaid card programs 

• Advanced typing skills with high accuracy and speed (45+ WPM) 

• Detail-oriented with the ability to accurately compose information while multitasking 

• Adaptable to process changes and willing to continuously learn new systems and procedures 

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 140,000+ 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.  

Let’s 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.