Process Developer - Consumer Operations

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.  

We are inviting applications for the role of Process Associate/Developer - Consumer Operations Agent    

Your role will require you to deliver outstanding customer support for all consumer  

inquiries related to loans and card services, be compatible with clients, innovate  

processes and data, and improve processes.  

Responsibilities  

• Deliver outstanding customer support for all consumer inquiries related to  

supported loans and the credit Card.   

• Maintain a language-neutral, clear, and professional tone in all customer  

interactions.  

• Strive for First Time Resolution (FTR) in every interaction to ensure consumer  

satisfaction.   

• Document interactions accurately, manage cases effectively, and escalate issues  

when appropriate.   

• Support client’s commitment to compliance and service excellence by following  

policies and procedures.   

Qualifications we seek in you!  

Minimum qualifications  

• Graduate in any stream.  

• Proficient in navigating a PC and working in a Microsoft Windows-based  

environment.   

• Basic knowledge of word processing and spreadsheet applications. Service Skills   

• Excellent communication skills.   

• Strong listening skills, empathy, and accountability.   

• Problem resolution skills with a focus on single contact resolution.   

Business Writing Skills   

• Correct English grammar, punctuation, and spelling adhering to the Level 5 ILR  

scale.   

• Ability to structure knowledge into clear, precise responses that directly address  

the inquiry   

• Strong written communication with well-constructed text to convey meaning  

effectively.   

Selling Skills   

• Ability to overcome objections and negotiate effectively.   

Experience   

• Relevant experience in international BPO telephony voice customer  

care, supporting US customers, with (Preferred) emphasis on financial servicing.   

Preferred qualifications   

• Relevant work experience, in Reg E and Reg Z regulations governed enviornment.  

• Good analytical and problem solving skills  

• Prior experience in Banking Financial Services.  

• Ability to communicate verbally and through emails with businesses  

Pod-specific preferences:   

• (ROI Specific) Resolve merchant disputes, complaints, and servicing issues with  

professionalism and efficiency.   

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.