Front Line Manager - Customer Care - Non - Voice 4B

Front Line Manager - Customer Care - Non - Voice Ready to turn bold ideas into real-world impact?  At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.   If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.    Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.  Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Responsibilities: Summary of This Role Researches and responds to customer requests via mail, email, fax and other means pertaining to cardholder/corporate accounts and ensures compliance with client, regulatory, and Association rules and regulations. Utilizes extensive knowledge of banking products and services to research, update and document cardholder accounts. Recognizes potential fraud, credit, collection and chargeback issues and forwards them to the appropriate department. What Part Will You Play? Provides guidance and support as the Subject Matter Expert (SME) of client products and services to research, update and document routine to complex (i.e. low to high financial/compliance risk related) cardholder requests; researches credit balance refunds, payments, fees, cash advance options and provides authorization to waive fees and/or increase credit limits following client established guidelines. Consults with clients regarding policies and procedures to validate report disputes and remove/update inaccurate information from appropriate credit bureau systems. Assists less experienced peers to determine/recognize basis of cardholder requests that involve potential fraud, credit, collection or chargeback issues and forwards to the appropriate department for resolution. Provides SME advice and guidance to ensure conformity to all client standards/policies/procedures, regulations and Association requirements to avoid violations and punitive financial action. Performs and recommends updates to policies and procedures in accordance with client, regulatory and Association needs. Schedules personnel/resources and prioritizes jobs to ensure uninterrupted workflow. Performs orientation, training and mentoring of Account Research Specialists. Skills / Knowledge - As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Ensures tasks of team are competed in a timely manner. Job Complexity - Consistently works on complex assignments requiring some independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Oversees a team and coordinates daily work covering multiple assignments. Supervision - Determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal team leader. Computer skills - Knowledge in applicable software, e.g. Lotus Notes, Global Payments Applications, onBase, Microsoft Office, Credit Bureau system, client websites, payment processing systems Qualifications Bachelors - Business Administration,