Process Associate - Fraud Call Center Agent - Remote USA

Genpact-posted 8 months ago
$18 - $19/Yr
Full-time • Entry Level
Remote • Richardson, TX
Professional, Scientific, and Technical Services
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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, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment. Inviting applications for the role of Process Associate, Fraud Chargeback FO Call Center Agent. FCS FO Call Center Agents are responsible for taking inbound calls from cardholders and clients regarding Dispute and Fraud Claims regarding Credit and Prepaid cards. The agents gather detailed information from callers to initiate and support cardholder's chargeback rights and provide claim updates.

  • Answer incoming telephone calls from VISA/MC/Discover cardholders and financial institutions while providing desired claim information in an accurate and timely manner.
  • Determine proper reason for the call related to merchant fraud and dispute issues.
  • Handle and resolve customer escalation calls and correspondence with a sense of urgency.
  • Assist with special projects or other duties as assigned.
  • Use of additional technology and different systems.
  • Maintain departmental production and quality standards.
  • A high school diploma or equivalent or equivalent combination of education and experience that is required for the specific job level.
  • At least one year of call center customer service experience.
  • Ability to work well in a fast-paced inbound call environment.
  • Excellent verbal and written communication skills.
  • PC knowledge and MS Office applications are a must to be successful in this environment.
  • Strong ability to de-escalate customer emotions and retain customer through positive interactions.
  • Strong decision-making skills and ability to multi-task.
  • Demonstrate a strong attention to detail and the ability to work and make decisions independently.
  • Spanish speakers preferred but not necessary.
  • Extremely reliable with solid overall attendance record and performance review.
  • 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.
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