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 Developer, Customer Care
Deliver exceptional customer service through voice and written correspondence channels.

Responsibilities
Complete role actions in accordance with training and supplied SOPs, including:
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Correctly determine scope and actions required within role specification.
Make and update service bookings as required, using supplied pathing tools to identify the optimal repair process and path vehicles accordingly.
Complete any actions required to resolve the customer or claim enquiries, including provision of relevant claim and process information.
Accurately identify handoff points and path calls to the correct internal and external recipients.
Respond to and manage claim activities, customer, supplier and repairer correspondence and complaints within agreed timeframes and obligations.
Actively contribute to overall reduction of customer life of claim and effective financial management by ensuring effective claim progression and financial management.
Monitor and manage own performance and progress. Actively seek feedback and coaching on own performance and take responsibility for self-development.
Contribute to a performance, risk and quality culture that is customer focused with embedded risk management values.
Handle escalated calls (updates on prolonged claims, Complaints resolutions (delays, miscommunications)
Handle appeals and Disputes – disputing claims denials or low reimbursements, incorrect payment issues, benefit clarifications and addressing policy exclusions
Role model the Suncorp values

Qualifications we seek in you
Minimum Qualifications / Skills
o Graduate in any field.
o Exceptional verbal and written English communication skills.
o Experience in an English-speaking voice-based account.
o Experience in a financial services business process is preferred.
o Proficient in MS-Office suite.
o Prior experience in an insurance or similar financial services business process is preferred.

Preferred Qualifications/ Skills
o Proven ability to resolve customer/vendor disputes and overcome objections in a professional and solution-based manner, including management of difficult conversations and directing escalations correctly.
o Strong sense of customer service excellence through previous customer facing role/s is highly desired.
o Self-driven and motivated. Able to be productive, efficient and add value when working individually or within a team.
Able to gather relevant information from varying resources (training materials, SharePoint, Knowledge articles) to support customer outcomes.
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 genpact.com 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.