Fraud Alert Management Call Center Agent

Job Description

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 and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Fraud Alert Management Call Center Agent

The Fraud Alert Management Call Center Agent is responsible for handling inbound and outbound calls related to fraud prevention, account security, transaction verification, customer authentication, and risk mitigation activities. The role requires delivering positive customer experience while protecting customers and the financial institution from potential fraud and financial losses.

Responsibilities:

• Monitor and analyze financial transactions for signs of fraud.
• Conduct investigations into suspicious activities and collaborate with relevant departments for resolution.
• Develop and implement fraud prevention strategies and tools to mitigate risks.
• Generate reports on fraud trends, patterns, and recommended actions for management review.
• Stay up to date on current fraud trends, technologies, and regulatory requirements to ensure compliance and enhance fraud prevention measures.

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

• 6 - 12 months of experience in a call center, banking, fraud, risk, financial crime, dispute, or customer service environment.
• Strong verbal and written communication skills with the ability to interact professionally with customers and stakeholders.
• Ability to manage challenging customer conversations with empathy, professionalism, and confidence.
• 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.
• Proficiency in Microsoft Office applications and ability to navigate multiple systems simultaneously.
• Strong multitasking, time management, and organizational skills.
• Demonstrated commitment to quality, compliance, and customer experience.
• Ability to work independently as well as collaboratively within a team environment.
• Consistent attendance, reliability, and strong performance record.

Why join Genpact?

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.