Analyst - Process Analytics - FCRM 5B

Role Overview:

We are looking for highly skilled and customer-focused professionals to join our Card Protection & Scam Detection team supporting a leading American banking client.

The role involves handling inbound customer interactions, identifying potential card fraud and scam-related activity, protecting customers from financial loss, and ensuring a high-quality customer experience while adhering to established banking and compliance procedures.

Key Responsibilities:

• Handle inbound voice calls from customers relating to card transactions, suspected fraud, scams, and account/card security.
• Identify and assess potential fraudulent or scam-related activity based on customer information and transaction details.
• Follow established card protection, fraud prevention, authentication, and escalation procedures.
• Demonstrate strong questioning and probing skills to understand the customer's situation and identify potential risks.
• Take appropriate action to protect the customer and their account while maintaining a positive customer experience.
• Accurately document customer interactions, investigation details, and actions taken.
• Handle sensitive customer information with a high level of confidentiality and professionalism.
• Escalate complex or high-risk cases to the appropriate teams in line with defined procedures.
• Meet defined SLA, quality, productivity, compliance, and customer experience metrics.
• Maintain a strong understanding of banking processes, card transactions, fraud/scam indicators, and customer protection practices.
• Demonstrate ownership of customer issues and provide clear, accurate, and empathetic communication.

We are looking for candidates who demonstrate:

• Excellent communication and interpersonal skills
• Strong customer service orientation
• Practical, hands-on experience in banking or customer protection operations
• Ability to remain calm and professional while handling difficult or sensitive customer situations
• Strong analytical and investigative mindset
• High attention to detail
• Ability to work independently and take ownership
• Willingness to learn and adapt to evolving fraud and scam scenarios

Qualifications:

• Bachelors - Business Analytics
• Bachelors - Computer Science
• Bachelors - Statistics
• Masters - Data Science

Certifications:

• Certified Anti-Money Laundering Specialist (CAMS) - Professional School of Indian Banking (PSIB)
• Certified Fraud Examiner (CFE) - ACFE
• Certified Risk Professional (CRP) - Udemy

Required Skills:

• Customer Care Support
• Fraud Detection
• Fraud Investigations
• Fraud Prevention

Language:

• English (Required)
• Proficient - C2

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

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.