Process Associate

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  and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Process Associate, Insurance
Delivery best in class performance and assist in the growth of our core business through exceptional performance in Claims and customer service area for leading US based Insurance company. This is achieved through robust customer centric conversations and prompt in resolving customer issues/needs.

Responsibilities

·    Take inbound calls from policy holders/agents about existing policy of employee benefits, annuity, disability inquiries/servicing or claims related
·    Perform all task and responsibilities as per process guidelines and procedure
·    Adherence to shift timing/schedule
·    Perform on key metrics and targets - AHT, CSAT, and SL etc.
·    Comprehension of customer ask and attempt to first time resolution 
·    Abide to all Genpact code of conduct and policies.

Required Skills & Knowledge:
·    Excellent product/process understanding – features, benefit, procedure and guidelines
·    Computer skills – MS office functions
·    Excellent communication skills – comprehension, articulation, effective listening and written

Qualifications we seek in you
Minimum qualifications
·    High school diploma required, Bachelor's degree or equivalent is preferred
·    Experience in International Call Center Customer Service in insurance or financial area
·    Experience Preference in insurance product – Disability benefit and Annuity. Experience in Long term care, Life, Property casualty/General insurance are also preferred
·    TX Converse/Ispeak score of equivalent or above 7.5 
·    Hackerrank score of 68 points and above (logical and quantitative)/ Speechx (B2 Upper Intermediate and above)
·    Demonstrate ability to provide excellent communication/customer service skills through excellent product, features/benefit and procedural knowledge 
·    Knowledgeable in using MS Office (Excel, Word and PowerPoint) with minimum avg speed of typing 40 WPM, accuracy 90%
·    Can do multi-tasking
·    Ability to work without direct supervision
·    Effectively listen, comprehend and ability to simplify and articulate clearly
·    High on empathy and patience to deal with irritated and at critical condition customer
·    Eye for details
·    Work under pressure and meet campaign KPI's 
·    Team player, supporting and assisting colleagues whenever possible 
·    Excellent organisational and time management skills 
·    Proactively set own goals and open to development feedback

Preferred qualifications
·    Has quality focus, along with the ability to read, understand, and follow procedures
·    Ability to share feedback in a positive manner Must be flexible to any shift
·    Good verbal and written communication skills

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 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.

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.