Customer Service Specialist

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.

Title: Sr. Associate - Customer Care - Voice

Location – Remote.

Shift timing- 09:00 am to 6:00 pm EST

In this role, you perform data entry, monitor email boxes, interact with staff and field resources, set up claim assignments keeping with defined guidelines, review and forward communications. Hours are 9am-6pm EST. Ability to work overtime, nights and weekends, when workload increases.

Responsibilities

• Resolve customer complaints via phone, email, and/or mail.
• Use telephones to reach out to customers to verify information, handle inquires and manage account.
• Greet customers warmly and ascertain problem or reason for calling.
• Cancel or open accounts.
• Clear communication skills.
• Ability to be adapt to changing processes, empathize, and exhibit patience.
• Ability to work independently and partner with team members to resolve customer accounts.
• Monitor email and other work queues
• Set up claims in the designated systems following defined procedures
• Follow up communications with resources relating to claims dispatch, review, settlement
• Perform data entry, upload various files, and review record updates pertaining to various stages in the claim life cycle
• Create process documentation to capture steps, best practices, learnings etc. to create knowledge repository
• Forward, setup, and stage various work related to dispatching and credentialing resources
• Maintain communication channels with other functions and Ops teams
• Monitor caseloads and adjust when needed
• Establish periodic and frequent communications with clients and inside staff to discuss changes and updates to claim handling protocols
• Provide status updates on individual claims as requested by client
• All other tasks assigned within the unit

Qualifications we seek in you!

Minimum Qualifications

• Associate’s degree in field with skills transferable to position OR combination of two years in college education and experience relevant to position OR two years of relevant work experience.
• Ability to learn and use various company software systems in day to day tasks
• Excellent customer service skills
• Organizational and negotiating skills
• Proficient in MS Office (Word, Excel, PowerPoint)
• Good oral, written communication and interpersonal skills
• Ability to multi-task, set priorities, and effective time management
• Professional and courteous demeanor and ability to collaborate with a team
• Effective phone presentation with ability to efficiently build connects, deliver information and respond to questions of a varying nature
• Data entry skills
• Analytical and problem-solving skills

Preferred Qualifications/ Skills

• High tech-savvy with demonstrable experience with data entry and workflow / claim software applications etc.
• Past administrative experience in the property insurance or construction industries

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…