Legally based in Bermuda, Genpact is a professional services company with its main office in New York City. Presently, the organisation has over 100,000 employees and serves customers in more than 30 nations globally. In 2021, Genpact, which is listed on the NYSE, brought in US$3.71 billion in sales.
Investigates consumer complaints regarding card transactions (debit, credit, ATM/PIN, and point-of-sale) in order to ascertain whether an unauthorised transaction has taken place and to take the necessary steps to retrieve money for the financial institution.
Reaching out to customers and/or merchants to confirm transaction details or obtain more data in order to wrap up an inquiry.
Handling chargebacks and other aspects of the dispute management lifecycle to get money back for the customer or the financial institution.
Finish issuing customer letters, provisional credits, and managing representations and pre-arbitration/compliance cases.
Comply with rules, business policies, processes, and card network mandates to complete the necessary duties.
Proven capacity for research, autonomous work, and making difficult decisions within workflow/procedure parameters with little to no guidance.
The ideal candidate will have outstanding communication skills and at least 0–3 years of experience doing banking and dispute investigations in the debit and/or credit card industries.
Experience analysing and investigating banking transactional activities and consumer behavior.
Performed transaction reviews to identify fraudulent activity for signature, point-of-sale, and PIN-based claims.
Experience with Card Network systems, such as Visa Resolve Online (VROL), Visa Claims Resolution (VCR), or Mastercard systems.
Working knowledge of credit and debit card processes, terminology, and software.
Basic knowledge of the Banking Industry & Regulatory Environment with in-depth knowledge of Regulations E, Z, CFPB, FACTA, and FCRA.
Working knowledge of credit and debit card processes, terminology, and software.
Familiarity with the chargeback lifecycle including in-depth knowledge of the EMV mandate and liability determinations for fraud events.
The capacity to clearly communicate research findings in order to prove that a reasonable study was carried out.
Strong interpersonal skills, including the capacity to accurately and clearly communicate complex transactional issues to both internal and external customers; self-discipline, diligence, initiative, and attention to detail.
Ability to independently prioritise multiple tasks of competing priorities; excellent customer service skills, including the capacity to assist with customer inquiries.
Good communication skills in both written and spoken English.
Abilities to maintain high levels of confidentiality and data security standards.
Proficiency in Microsoft Office, encompassing Word, Excel, and Outlook.
Show adaptability in a round-the-clock work environment.