Sr. Associate - Customer Care - Collections 5B

Sr. Associate - Customer Care - Collections 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 . Job Description Debt Collection & Communication • Reach out to customers with overdue accounts using phone, email, and letters to initiate collections.

• Negotiate repayment terms and settlements in accordance with company policies.

2. Account Monitoring & Reconciliation • Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items.

• Reconcile account balances with customers and address unapplied credits.

3. Record-Keeping & Reporting • Maintain detailed and accurate records of all customer communication and payment commitments.

• Log outcomes of collection efforts and follow-ups in CRM or collections systems.

• Prepare and submit regular collection activity reports for management review.

4. Dispute Resolution & Escalation • Investigate and resolve customer complaints or disputes related to billing or payments.

• Escalate unresolved or complex cases to senior staff or legal teams as needed.

5. Cross-Functional Collaboration • Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues.

• Provide necessary documentation to support third-party collections or bankruptcy cases.

6. Performance & Target Achievement • Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs.

• Ensure timely cash inflow within agreed payment terms and SLAs.

7. Compliance & Process Adherence • Follow all applicable legal and regulatory requirements related to debt collection.

• Adhere to company policies, SOPs, and standard quality benchmarks.

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Certified Data Processor (CDP) - LinkedIn LearningLinkedIn Learning, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources Required Skills Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth Management Language English (Required) Language Proficiency - Advanced - C1 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Collections Remote Type - Office Work Shift - Standard (South Africa) Why join Genpact? •     Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter •     Make an impact – Help global enterprises solve business challenges that matter  •     Accelerate your career – Gain hands-on experience, mentorship, and