Sr. Analyst - Process Analytics - FCRM 4A 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.

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.

Inviting applications for the role of Chargeback Specialist III.

Responsibilities:

• Research, process, and resolve customer chargeback and reversal requests across 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.
• Review disputed transactions and apply appropriate credit/debit adjustments based on investigation findings and arbitration outcomes.
• Prepare, review, and submit supporting case materials for association validation and arbitration activities where required.
• Ensure supporting documentation and evidence are complete, accurate, and submitted within required timeframes.
• Work assignments from designated work queues and manage requests according to priority, complexity, and service requirements.
• Segment and redirect pending requests into appropriate workflows to ensure efficient and timely case resolution.
• Communicate with cardholders, merchants, clients, and third parties through inbound calls, outbound calls, and written correspondence.
• Process dispute-related activities including chargebacks, reversals, compliance cases, and Section 75 claims.
• Generate daily, weekly, monthly, and ad-hoc chargeback reports to support management reviews, client reporting, and operational oversight.
• Monitor dispute inventory and aging queues to ensure association deadlines and SLA requirements are consistently achieved.
• Support non-routine or complex requests and assist with cases outside standard chargeback processing where required.
• Develop and maintain comprehensive knowledge of Visa, Mastercard, Discover, Amex, FCA regulations, and card industry requirements.
• Review regulatory and card scheme changes, identify operational impacts, and communicate findings to management.
• Recommend actions and process improvements to minimise operational, regulatory, and compliance risks.
• Support training and knowledge-sharing activities related to process, regulatory, or card scheme changes.
• Deliver exceptional quality service standards/KPI’s and maintain accurate and up-to-date dispute case records.

Minimum Qualifications:

• High School Diploma or equivalent and able to pass TMS assessments.
• Minimum 4 years relevant experience.
• 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, department procedures, and operational guidelines accurately and effectively.
• Strong attention to detail and commitment to quality standards.
• 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.
• Strong questioning, negotiation, and probing skills.
• Ability to exercise initiative, resourcefulness, and sound judgment within established processes.
• Strong problem-solving skills with the ability to recommend practical solutions where appropriate.

Preferred Qualifications:

• Preferred 4-6 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, chargeback, credit card, or financial services environment.
• Experience working in a disputes and chargeback role within a financial organisation with exposure across the association lifecycle.
• Up-to-date Regulatory Knowledge with a basic working understanding of relevant card industry and FCA requirements.
• Knowledge of Visa, Mastercard, Discover, and American Express dispute and chargeback processes.
• Understanding of card association regulations, arbitration processes, and industry best practices.
• Experience preparing documentation for association validation, arbitration, and compliance reviews.
• Knowledge of Section 75 claims handling and dispute resolution processes is an advantage.
• Ability to quickly adapt to new systems, regulatory updates, and operational requirements.

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, colour, 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.