Job Description

With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

**CANDIDATES MUST BE AVAILABLE TO ATTAIN TRAINING FOR 5-6 WEEKS AT OUR RICHARDSON, TX OFFICE .

** AFTER TRAINING YOU WILL WORK FULLY REMOTE UNTIL YOU HAVE TO RETURN BACK TO THE OFFICE TO WORK.

**THIS POSITION IS PART OF A 24/7/365 CALL CENTER; WEEKENDS AND HOLIDAYS WILL BE A PART OF THE STANDARD SCHEDULE.

** MUST HAVE 2 YRS OF CALL CENTER EXPERIENCE

**MUST HAVE 2 YRS OF BANKING EXPERIENCE

OVERVIEW:

SECOND LEVEL SUPPORT FOR GENERAL INQUIRIES AND TASK WORK:

· High risk customer service and handle complaints and advance if required

· Technical queue

ABILITY TO DEAL WITH SPECIFIC INBOUND/OUTBOUND CALLS FROM CUSTOMERS

· Ability to provide solutions to customers and negotiate with outstanding debt

RECOGNIZE INDIVIDUAL CUSTOMER SERVICE NEEDS AND RESOLVE THEIR ENQUIRY

· Provide resolutions to avoid customers having to call again, or have the call transferred

· Excellent customer service, negotiation and interpersonal skills with the ability to recognize and support the specific needs of the most vulnerable customers

· Maintain and update customer related information systems to ensure that our client hold accurate records; collecting and accessing appropriate information relevant to your call type

· Keen to progress to other levels and will consistently self-assess your own performance against agreed targets by working closely with your manager

· Work effectively as part of a team, recognizing how teams can deliver great results

RESPONSIBILITIES INCLUDE

· Being a member large number of Deposits Advisers with Genpact. You will respond to customers through a variety of channels including telephone (both inbound and outbound), internet chat and written correspondence as appropriate.

· You will be encouraged to acquire detailed knowledge of product ranges and sales skills to enable them to provide service perfection and progress with sales opportunities when appropriate.

· We will empower you to provide excellent level of customer service, pro-actively serve customers across their product portfolio, cross-sell additional products and resolve a wide range of common, customer enquiries across the product range.

· You will follow clear instructions and guidelines to resolve customer enquiries at first point of contact. These guidelines will also prompt the agent to promote and sell appropriate products, including insurance-based products.

· Training is given to enable you to establish trust and provide appropriate solutions for the customer. Constant monitoring, mentoring and development will be given to the Customer Service Adviser to ensure continuous improvement.

· You will collaborate with colleagues across multiple departments in order to provide a high-quality service to customers

QUALIFICATIONS (Minimum qualifications)

· Experience in contact/call center, customer service and/or sales area with at least 12-18 months of experience in handling Deposits/checking products for a banking/financial institution

· Excellent communication and social skills

· Typing accuracy 30 words per minute

· Good negotiation skills

· Ability to resolve conflicts

· Positive attitude

· Fair understanding of operating Computers

· Comfortable working with multiple applications

· Flexibility of shifts and to work overtime hours as per business requirements.

· Commitment to performance perfection or doing an extraordinary job

· Results Oriented

· Analytical & problem-solving skills

· Stress management abilities

· Ability to maintain high levels of confidentiality and data security standards

· Ability to handle multiple tasks with minimal additional support

PREFERRED QUALIFICATIONS

· Experience of handling Escalation / L2 queue will be an added advantage

· Good understanding of Metrics impacting End customer satisfaction/ CSAT will be a key consideration for this position

· Fraud skills in addition to Deposits/checking experience in a banking /financial institution will be an added advantage for this position

Company Description

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visitwww.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.