Job Description

Process Associate - Fraud Call Center Agent - Remote USA - BFS043698

Position: FCS FO Call Center Agent

Location: Remote

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 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.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep 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 teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

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Inviting applications for the role of Process Associate, Fraud Chargeback FO Call Center Agent

FCS FO Call Cenet 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.

Responsibilities

· Answer incoming telephone calls from VISA/MC/Discover cardholders and financial institutions while provide 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.

Qualifications we seek in you!

Minimum Qualifications

• A high school diploma or equivalent or equivalent combination of education and experience that is required for the specific job level.

Preferred Qualifications/ Skills

· 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. Candidate should demonstrate a strong attention to detail and the ability to work and make decisions independently.

· Spanish speakers preferred but not necessary.

· Ability to pay attention to details, perform work accurately, and make independent decisions.

· Extremely reliable with solid overall attendance record and performance review.

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Why join Genpact?

· 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

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

"The approximate hourly base compensation range for this position is $18 to $19 per hour. The actual offer, reflecting the total compensation package plus benefits will be determined by a number of factors which include but are not limited to the applicant's experience, knowledge, skills, and abilities; geographic location; and internal equity."

Work from home - “ Los Angeles, California based candidates are not eligible for this role.  

Job Tags

Hourly pay, Full time, Remote job,

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