Analyst - Process Analytics - FCRM 5A in London

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 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.

Responsibilities:

• Research, process, and resolve customer chargeback and reversal requests for supported dispute reason codes and card brands in accordance with established processes and association regulations.
• Gather and analyze cardholder and merchant account transactions to determine regulatory coverage and dispute validity.
• Assess disputed transactions and apply appropriate credit/debit adjustments based on investigation findings and arbitration outcomes.
• Review customer disputes in accordance with federal regulations, FCA requirements, association rules, and card brand requirements.
• Organize and maintain supporting documentation required for dispute investigations and chargeback case resolution.
• Work assignments from designated work queues and manage requests according to type, priority, and complexity.
• Segment pending requests into the appropriate workflow and ensure timely case progression.
• Communicate with customers, merchants, clients, and third parties through inbound calls, outbound calls, and written correspondence where required.
• Process dispute-related activities, including chargebacks, reversals, and Section 75 claims.
• Compile aggregate chargeback statistics to identify patterns, support process improvements, and enhance customer outcomes.
• Develop and maintain working knowledge of supported card brands, FCA regulations, and card industry requirements.
• Review regulatory and card scheme updates and identify potential impacts to internal processes.
• Report findings and recommend practical solutions to support operational effectiveness and compliance.
• Support achievement of service level agreements, quality standards, and operational KPIs.
• Participate in process improvement initiatives and contribute recommendations for enhanced service delivery.
• Support training and knowledge-sharing activities related to operational and regulatory updates where required.
• Deliver exceptional quality service standards/KPIs and maintain accurate and up-to-date dispute records.

Minimum Qualifications:

• High School Diploma or Equivalent.
• Able to Pass TMS Assessments.
• Fluent in English with strong written and verbal communication skills.
• Strong analytical skills with the ability to assimilate and analyse information effectively.
• PC, Keyboard Skills & System Navigation.
• Ability to apply company policies, procedures, and departmental guidelines accurately and effectively.
• Strong attention to detail and quality orientation.
• Ability to work on routine to semi-routine assignments accurately and effectively.
• Results-oriented mindset with resilience and motivation.
• Customer focus and commitment to service excellence.
• Strong relationship-building and stakeholder management skills.
• Excellent written and oral communication skills with strong questioning, negotiation, and probing abilities.
• Ability to exercise initiative and sound judgment within established processes.
• Strong problem-solving skills and ability to recommend practical solutions where appropriate.

Preferred Qualifications:

• Typically 0-1 years relevant experience.
• 1-2 years related work experience handling dispute resolutions throughout the association lifecycle.
• Credit Card and/or Financial Services Experience.
• Experience of working in a Customer Services role interacting with customers face-to-face or via telephone.
• Experience working in a Disputes and Chargeback role within a Financial Organisation.
• Up-to-date Regulatory Knowledge with a basic working understanding of relevant card industry requirements.
• Knowledge of chargeback processes, dispute resolution workflows, and card brand requirements.
• Understanding of Visa, Mastercard, and other card association regulations and procedures.
• Knowledge of Section 75 claims handling and dispute management processes is an advantage.
• Experience working within KPI and SLA-driven operational environments.
• Ability to quickly adapt to new systems, operational processes, and regulatory changes.

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.

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.