Analyst - Process Analytics - FCRM 5B

About the job

Analyst - Process Analytics - FCRM Ready to turn bold ideas into real-world impact?  At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.  Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Job Description Role Overview

We are looking for highly skilled and customer-focused professionals to join our Card Protection & Scam Detection team supporting a leading American banking client.

The role involves handling inbound customer interactions, identifying potential card fraud and scam-related activity, protecting customers from financial loss, and ensuring a high-quality customer experience while adhering to established banking and compliance procedures.

Key Responsibilities

* Handle inbound voice calls from customers relating to card transactions, suspected fraud, scams, and account/card security. * Identify and assess potential fraudulent or scam-related activity based on customer information and transaction details. * Follow established card protection, fraud prevention, authentication, and escalation procedures. * Demonstrate strong questioning and probing skills to understand the customer’s situation and identify potential risks. * Take appropriate action to protect the customer and their account while maintaining a positive customer experience. * Accurately document customer interactions, investigation details, and actions taken. * Handle sensitive customer information with a high level of confidentiality and professionalism. * Escalate complex or high-risk cases to the appropriate teams in line with defined procedures. * Meet defined SLA, quality, productivity, compliance, and customer experience metrics. * Maintain a strong understanding of banking processes, card transactions, fraud/scam indicators, and customer protection practices. * Demonstrate ownership of customer issues and provide clear, accurate, and empathetic communication.

We are looking for candidates who demonstrate:

* Excellent communication and interpersonal skills * Strong customer service orientation * Practical, hands-on experience in banking or customer protection operations * Ability to remain calm and professional while handling difficult or sensitive customer situations * Strong analytical and investigative mindset * High attention to detail * Ability to work independently and take ownership * Willingness to learn and adapt to evolving fraud and scam scenarios

Qualifications Bachelors - Business Analytics, Bachelors - Computer Science, Bachelors - Statistics, Masters - Data Science Certifications Certified Anti-Money Laundering Specialist (CAMS) - Professional School of Indian Banking (PSIB)Professional School of Indian Banking (PSIB), Certified Fraud Examiner (CFE) - ACFEACFE, Certified Risk Professional (CRP) - UdemyUdemy Required Skills Customer Care Support, Fraud Detection, Fraud Investigations, Fraud Prevention Language English (Required) Language Proficiency - Proficient - C2 Additional Job Location -

Job Type Regular Master Skill List - Process Analytics - FCRM Remote Type - Office Work Shift - Rotating (India) Why join Genpact? •     Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter •     Make an impact – Help global enterprises solve business challenges that matter  •     Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead •     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 140,000+ coders, 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.