Sr. Associate - Customer Care - Voice 5B 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.

Job Description: 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 is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale.

Responsibilities:

• Provide professional, efficient, and friendly customer service to customers of leading banks and building societies.
• Handle customer enquiries across multiple communication channels, including telephone and written correspondence.
• Support customers with account-related, payment-related, and general servicing requests.
• Deliver exceptional customer experiences while maintaining high standards of service quality and professionalism.
• Accurately identify customer needs and provide appropriate solutions in line with company policies and procedures.
• Resolve routine customer issues within established guidelines and escalate more complex matters where appropriate.
• Utilize customer management systems to access, update, and maintain customer account information.
• Maintain accurate records of customer interactions, enquiries, and actions taken.
• Communicate clearly and effectively with customers across a variety of channels.
• Apply active listening techniques to understand customer concerns and provide appropriate support.
• Follow established procedures, compliance requirements, and operational guidelines.
• Manage workload effectively while meeting service standards and productivity targets.
• Develop and maintain knowledge of products, services, systems, and regulatory requirements.
• Collaborate with colleagues and stakeholders to ensure positive customer outcomes.
• Support continuous improvement initiatives designed to enhance customer satisfaction and operational effectiveness.
• Adapt to new systems, products, processes, and business requirements as required.
• Deliver exceptional quality service standards/KPI’s and maintain accurate and up-to-date customer records.

Minimum Qualifications:

• High School Diploma or equivalent.
• Customer service experience of 2-4 years, either face-to-face or via telephone.
• Fluent in English with good spoken and written communication skills.
• Excellent communication, active listening, and telephone skills.
• Basic IT skills and ability to use customer systems accurately.
• Ability to navigate multiple systems and applications efficiently.
• Strong customer focus and commitment to service excellence.
• Strong attention to detail and commitment to data quality.
• Ability to solve problems within defined procedures and guidelines.
• Ability to work under pressure and manage routine tasks effectively.
• Ability to follow established procedures, policies, and compliance requirements.
• Strong teamwork and collaboration skills.
• Ability to learn products, policies, systems, and compliance requirements.
• Professional telephone manner and commitment to delivering quality customer outcomes.

Preferred Qualifications:

• Previous experience working within a banking, financial services, or payments environment.
• Understanding of credit cards or financial services products.
• Experience supporting customers through multiple communication channels.
• Experience working within KPI and SLA-driven operational environments.
• Experience using CRM or customer management systems.
• Ability to build strong customer relationships and deliver excellent customer experiences.
• Experience handling customer account and payment-related enquiries.
• Good computer skills including Microsoft Outlook, Word, and Excel.
• Ability to adapt quickly to new systems, products, and processes.

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 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.