Call Center Analyst

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 implementdata, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. Inviting applications for the role of Risk Front Office Call Center Analyst The Call Center Analyst is responsible for supporting a wide range of risk management activities across fraud prevention, fraud investigations, credit risk, collections, disputes, chargebacks, customer authentication, account security, and related operational processes. The role involves protecting customers and financial institutions from financial losses while ensuring regulatory compliance, operational excellence, and a positive customer experience through voice and non‑voice interactions. Responsibilities: Perform operational activities related to fraud detection, fraud investigations, credit risk, collections, disputes, chargebacks, account security, customer authentication, and other risk management functions. Handle inbound and outbound customer interactions, where applicable, to support account verification, risk reviews, payment solutions, fraud inquiries, collections activities, and dispute resolution. Review customer accounts, transactions, documentation, and supporting information to identify risks, validate requests, and determine appropriate actions. Investigate suspicious activities, analyze account behavior, and elevate potential fraud or high‑risk situations in accordance with established procedures. Support collection and recovery efforts by engaging with customers, negotiating payment arrangements where applicable, and documenting account updates. Research customer inquiries and operational exceptions by utilizing multiple systems, tools, and applications to resolve cases accurately and efficiently. Educate customers on account security, fraud prevention, available services, and relevant account information as appropriate. Accurately document customer interactions, investigation findings, operational activities, and actions taken in designated systems. Meet established productivity, quality, compliance, turnaround time, and customer experience standards while adhering to regulatory and client requirements. Maintain confidentiality of customer information and comply with applicable security, privacy, and risk management policies. Support process improvement initiatives, business continuity activities, and additional operational responsibilities as assigned. Qualifications we seek in you! Minimum Qualifications High School Diploma, GED, or equivalent qualification. Relevant experience in customer service, contact center operations, banking, financial services, fraud prevention, risk operations, or related fields. Ability to work flexible schedules, including weekends, holidays, and rotational shifts as required by the business. Strong attention to detail and commitment to accuracy. Effective verbal and written communication skills. Proficiency in Microsoft Office applications and computer‑based systems. Ability to manage multiple priorities in a fast‑paced environment. Ability to work independently and collaboratively within a team environment. Ability to maintain confidentiality and handle sensitive information appropriately. Preferred Qualifications / Skills Experience in banking, financial services, fraud operations, risk management, collections, disputes, chargebacks, credit operations, customer service, or contact center environments. Knowledge of fraud detection, fraud investigations, credit risk, collections, dispute resolution, chargeback processing, or related operational processes. Strong verbal and written communication skills with the ability to interact professionally with customers and stakeholders. Strong analytical and problem‑solving skills with attention to detail. Ability to make sound decisions within established guidelines and procedures. Comfortable working in a fast‑paced, performance‑driven environment. Ability to multitask and navigate multiple systems simultaneously. Strong organizational, time management, and prioritization skills. Demonstrated commitment to quality, compliance, operational excellence, and customer experience. Consistent attendance, reliability, and strong performance record. Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation. Make an impact – Help global organizations strengthen fraud prevention, risk management, and customer protection. Accelerate your career – Gain 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 annual base compensation range for this position is $18 to $19/hr. non‑exempt. 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. "Los Angeles, California and Philadelphia, Pennsylvania-based candidates are not eligible for this role." 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. #J-18808-Ljbffr