Sr. Associate - Customer Care - Non - Voice 5B

Sr. Associate - 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.

Job Description

As part of the Deceased & Estates team, you will be responsible for:​

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• Support administrative activities associated with deceased estate cases and estate servicing requests.​
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• Review, validate, and process estate documentation in accordance with established procedures andoperational guidelines.​
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• Maintain accurate and up-to-date case records, customer information, and supporting documentation withinrelevant systems.​
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• Assist in the administration and tracking of deceased estate cases to ensure timely processing and resolution.​
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• Identify missing information or documentation requirements and coordinate with relevant stakeholders tosupport case progression.​
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• Ensure all customer and estate information is handled with a high degree of confidentiality, professionalism,and sensitivity.​
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• Monitor workload and case queues to ensure activities are completed within agreed service levels andoperational targets.​
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• Escalate exceptions, processing issues, risks, or complex estate cases in accordance with establishedgovernance procedures.​
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• Support compliance with internal policies, regulatory requirements, and process controls relating to deceasedestate administration.​
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• Process account maintenance, correspondence, estate notifications, account closures, and relatedadministrative activities associated with deceased estate cases.​

​Liaise with internal stakeholders to resolve case-related queries and facilitate efficient casemanagement.​

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• Contribute to continuous improvement initiatives aimed at enhancing customer outcomes andoperational effectiveness.​
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• Participate in training, knowledge-sharing, and process improvement activities to support teamperformance and capability development.​
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• Demonstrate a strong risk and control mindset by adhering to established policies, procedures,regulatory requirements, and internal controls.​

Risk & Compliance Management​

• Operate within established risk management frameworks and ensure adherence to internal policies,procedures, and relevant legislation​
• Ensure customer interactions meet prescribed regulatory timeframes, Escalate identified issues,concerns, or risks to the appropriate teams for timely management and resolution​
• Complete all mandatory training requirements with-in the associated time frame​
• Positively reinforce a strong risk culture through governance, controls, and other best practices​
• Ensure strict adherence to compliance, confidentiality, information security, and data protectionstandards always​
• Identify and escalate potential risks or issues in a timely manner and support remediation actions toensure effective ongoing risk management​

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Non-Voice Exposure​

• Engagement Model: Backend administration of deceased estate cases, including document review, account maintenance, correspondence processing, and estate closure activities​
• Stakeholder Interaction: Primarily with client operations teams.​
• Work Nature: Case-based administrative processing requiring accurate review of estate documentation, system updates, compliance checks, and process execution​
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Learning Curve Expectations​

• Expected to complete the learning curve within the defined training and nesting period, demonstrating the ability to independently meet key deliverables, quality standards, and productivity benchmarks within agreed timelines.​

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Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Certified Data Processor (CDP) - LinkedIn LearningLinkedIn Learning, ITIL Foundation - AxelosAxelos, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, Supply Chain Design Certification - LinkedIn LearningLinkedIn Learning

Required Skills

Account Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support

Language

English (Required), English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Non - Voice

Remote Type -

Office

Work Shift -

Flex Time (India)

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 world-class learning opportunities to stay ahead
•    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 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, 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.  
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.