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  
• Minimum of 6 months 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.