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 , 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 , 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.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atand on,,, and.
Inviting applications for the role of Associate & Senior Associate - Enhanced Process Dispute Analyst
Dispute agents are responsible for review and resolution of cardholder disputes submitted through a centralized tool. In this role, the enhanced process dispute agent would be responsible for analyzing the inbound dispute, deciding using a combination of dispute AI, knowledge, and critical thinking, and submitting the chargebacks to the appropriate network. This role may also involve communication between the cardholders and the client's customers using various tools
Responsibilities
Analyze regulatory disputes using an 'Enhanced Investigative Process' with regulatory guideline and internal procedures.
Understand and apply Visa/MasterCard/Pulse/Maestro/AMEX regulations along with regulatory/compliance requirements
Ensure compliance with Regulation E, Regulation Z, and the client specific policies.
Maintain or exceed established standards (SLAs) for customer service
Use multiple customer support software tools to resolve issues, including Salesforce, Slack, internal, and external network web portals
Resolve basic issues with little or no supervision or direction.
Ensure proper escalation of more complex issues and identification of potential processing problems
Work with peers and leadership to communicate fraud trends and share best practices, ideas, and information with the client and with our customers.
Coordinate with our Issuing Bank partners to ensure that the client is compliant with their requirements for monitoring, reporting, and dispute resolution.
Practice using sound decision-making and discretion in making independent decisions that mitigate corporate risk at each decision point throughout the investigation.
Participate in process improvement initiatives to enhance efficiency and compliance.
Stay updated on network chargebacks regulations and best practices in dispute management.
Qualifications we seek in you!
Minimum Qualifications
Strong experience in dispute management in financial services, payment industry, etc
Good understanding of Card Network regulations related to chargeback processing
Working knowledge of Reg E, Z, data privacy and other regulatory requirements for dispute management
Demonstrated ability to achieve results through cross-functional teams
Ability to prioritize, manage, and deliver on multiple projects simultaneously highly motivated and able to work against aggressive schedules
Superior communication skills (verbal, written, email)
Ability to follow written procedures and apply critical thinking to resolve issues
Positive attitude, team player, adaptable, resourceful, inquisitive, and self-starter who can work independently
Preferred Qualifications/ Skills
Proficiency in CRM software and previous experience using multiple software applications simultaneously
Familiarity with digital payment solutions, mobile wallets, or prepaid card programs
Advanced typing skills with high accuracy and speed (45+ WPM)
Detail-oriented with the ability to accurately compose information while multitasking
Adaptable to process changes and willing to continuously learn new systems and procedures