Customer Service

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 Broker Experience Agent (5A/5B) (Individuals with strong communication skills & good understanding of banking operations)

Responsibilities

· Manage and maintain the profiles of intermediaries; external brokers and advisers who connect Client with customers who require finance

· Setting up access to systems required to originate business with Client, updating profile and portfolio details and removing access as appropriate

· This role is one of the first interactions that Intermediaries will have with Client and so influences their first impressions

· Appropriate maintenance user profiles and termination of access ensures that Client remains compliant while creating a seamless experience for Intermediaries to do business with Client

· Creating new user profiles across a range of systems

· Updating and maintaining user details

· Removing access for terminated brokers and advisers

· Ensuring compliance to accreditation requirements and escalating exceptions to the relevant approvers

· Speaking with Aggregator partners to understand Adverse notices about client Brokers

· Escalating any findings to relevant Fraud and Compliance teams as appropriate

· Investigate, action and respond to general queries from internal and external stakeholders

· Liaise with internal stakeholders as appropriate; Fraud, Intermediary Distribution, Advice, Commissions, etc

· Review, identify and correct errors in user profiles

· Follow business, governance and compliance procedures in transferring customer account ownerships between brokers, advisers and aggregators

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Qualifications we seek in you Minimum Qualifications / Skills

· 2-3 years' experience in processing roles with experience managing multiple systems

· Ability to work independently

· Ability to liaise with internal and external stakeholders

· Has demonstrated good problem-solving skills

· Computer systems competency

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Preferred Qualifications/ Skills

· Able to work at a consistent pace

· High attention to detail

· Able to understand the flow on impact of processes to other teams within an organization; data quality, commissions, compliance

· Able to follow processes with multiple systems

· Able to self-learn using process documentation

· Ability to efficiently switch between process tasks

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 LinkedIn, X, YouTube, and Facebook.

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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