Process Associate

4 weeks ago

Manila, National Capital Region, Philippines Genpact Services LLC Full time


Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.


Inviting applications for the role of Process Associate, Retail Banking


Bank Operations Client Service Officer's primary responsibility is to be a part of a high performing team that delivers to the desired business and client outcomes. This role will assist the Team Manager in motivating their team and creating a client-led culture.


Responsible for managing the collection of arrears from clients who are unable to meet the contractual repayments on their Bank Loan.


Responsibilities


Providing outstanding service to clients, colleagues, partners and stakeholders (internal and external)

Case management, enhanced customer due diligence

Escalation of regulatory reporting matters

Achievement of daily Key Performance Indicators of individual and team

Meeting or exceeding quality assurance targets

Effective Client Account Management to drive client advocacy

Raising issues through the correct channels, challenging positively and proactively working to overcome barriers.

Adding value to each client interaction by understanding the client needs and adapting to find the best service approach

Identify and implement continuous improvements

Liaise with clients, internal business units, law enforcement agencies, industry representatives and other financial institutions

Qualifications we seek in you



Preferred qualifications


Previous experience in a fast-paced client focused environment desirable

General understanding of banking processes and products gained through previous banking experience

Experience in working with multiple stakeholders across a wide range of business area

Mortgage Lending Experience

Strong communication skills/ verbal communication

Minimum Qualifications / Skills


Ability to recognise, analyse and solve problems

Strong numeracy and communication (both oral and written) skills

High level of attention to detail and commitment to quality

Professional telephone manner with the ability to build rapport with clients/stakeholders

Flexible and willing to try different approaches to reach successful outcomes

Understanding of the financial services industry

Accountability in all aspects of case management

Knowledge and experience in using complaints procedure

Passionate about helping people and excited about a career in Client Service

Positive attitude and desire to make a difference

Thrives from working in a team environment with high performing people

Ability to build effective working relationships with both internal & external staff

Conflict resolution and negotiation skills

Strong understanding of team and business requirements

Comfortable with being measured and is accountable for own performance and results

Strives to identify efficiencies and improvements to how we operate

Ability to handle high work volumes and perform effectively under pressure

Time management and ability to keep to deadlines

Desire and ability to constantly develop and maintain Client Service skills

Experience in multi-tasking to meet all work requirements & timeframes

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on X, Facebook, LinkedIn, and YouTube.


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.

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