Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Process Developer, Customer Care!
As an Early-Stage Debt Collection Specialist you will work with past due customers on a daily basis, identifying the reason for delinquency and assisting the customer in remediating any issues. The specialist will handle both inbound and outbound calls and is accountable for accurately updating account entries.
Responsibilities
Collect delinquent balance via inbound and outbound calls directed to the agent primarily by the telephony system
• Investigate, document and resolve Customer complaints regarding account status
• Properly identify, code and deliver accounts to support processes such as skip tracing, bankruptcy, deceased, loss mitigation, etc.
• Within designated authority, identify and appropriately route extension opportunities
• Add, change and delete information in multiple system screens within multiple applications
• Maintain Customer contact information
• As necessary educate the customer on the terms of the loan agreement
• Meet minimum individual and departmental goals and service level benchmarks
• Follow established interaction model and procedures while adapting to each contact using skills and techniques learned during training
• Adhere to all company policies and procedures
• Execute duties in accordance with all State and Federal laws inclusive of Fair Debt Collection Practices Act
• Assist with special projects as requested
Qualifications we seek in you!
Minimum Qualifications / Skills
• Demonstrated integrity and value commitment
• Proven ability to set and obtain goals
• Proven ability to effect personal change as directed through coaching
• Excellent interpersonal and motivation skills
• Superior verbal and written communications skills
• Strong time management and prioritization skills
• Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
• Able to exercise independent judgment and discretion in matters of significance
• Detail oriented
• Proven ability to handle change
High school diploma or equivalent
• Computer proficient
• Proven ability to stay focused in a continuous process flow and keep pace within the work team
Preferred Qualifications/ Skills
Associate or Bachelor's degree
• Experience with CMC collections system
• Experience with LiveVox telephony system
• Experience with call center technology
• Previous debt collection experience
• Knowledge of FDCPA
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. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
