Analyst - Process Analytics - FCRM 5B

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

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 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, anX,d AI to create tomorrow, today. Get to know us at genpact.com and on LYouTube,inkedIn, and Facebook.

Inviting applications for the role of Chargeback Specialist II_English_Onsite Milton Keynes!

Responsibilities

Research, process, and resolve customer chargeback and reversal requests across supported dispute reason codes and card brands in accordance with established processes and association regulations;

Gather and analyze cardholder and merchant account transactions to determine regulatory coverage and dispute validity;

Review disputed transactions and apply appropriate credit/debit adjustments based on investigation findings and arbitration outcomes;

Prepare, review, and submit supporting case materials for association validation and arbitration processes where required;

Ensure supporting documentation and evidence are complete, accurate, and submitted within required timeframes;

Work assignments from designated work queues and manage requests according to priority and complexity;

Segment and redirect pending requests into appropriate workflows to ensure efficient case resolution;

Communicate with cardholders, merchants, clients, and third parties through inbound calls, outbound calls, and written correspondence;

Process dispute-related activities including chargebacks, reversals, compliance cases, and Section 75 claims;

Generate daily, weekly, monthly, and ad-hoc chargeback reports to support client and management reviews;

Monitor dispute inventory and ageing queues to ensure association deadlines and SLA requirements are met;

Support non-routine or complex requests and assist with cases outside standard chargeback processing where required;

Develop and maintain comprehensive knowledge of Visa, Mastercard, Discover, Amex, FCA regulations, and card industry requirements;

Review regulatory and card scheme changes, identify operational impacts, and report findings to management;

Recommend actions and process improvements to minimise operational and compliance risks;

Support training and knowledge-sharing activities related to process, regulatory, or card scheme changes;

Deliver exceptional quality service standards/KPI’s and maintain accurate and up-to-date dispute case records.

Minimum Qualifications

High School Diploma or equivalent and able to pass TMS assessments;

Typically minimum 2 years relevant experience;

Fluent in English with strong written and verbal communication skills;

Strong analytical skills with the ability to assimilate and analyse information effectively;

PC, Keyboard Skills & System Navigation;

Ability to apply company policies, department procedures, and operational guidelines accurately and effectively;

Strong attention to detail and commitment to quality standards;

Results-oriented mindset with resilience and motivation;

Customer focus and commitment to service excellence;

Strong relationship-building and stakeholder management skills;

Excellent written and oral communication skills;

Strong questioning, negotiation, and probing skills;

Ability to exercise initiative, resourcefulness, and sound judgment within established processes;

Strong problem-solving skills with the ability to recommend practical solutions where appropriate.

Preferred Qualifications related work experience handling dispute resolutions throughout the association lifecycle;

Credit Card and/or Financial Services Experience;

Experience of working in a Customer Services role interacting with customers face-to-face or via telephone;

Experience working in a disputes and chargeback role within a financial organisation; related experience across the association lifecycle is desirable;

Up-to-date Regulatory Knowledge with a basic working understanding of relevant card industry and FCA requirements;

Knowledge of Visa, Mastercard, Discover, and American Express dispute and chargeback processes;

Understanding of card association regulations, arbitration processes, and industry best practices;

Experience preparing documentation for association validation, arbitration, and compliance reviews;

Knowledge of Section 75 claims handling and dispute resolution processes is an advantage;

Experience working within KPI and SLA-driven operational environments;

Ability to quickly adapt to new systems, regulatory updates, and operational requirements.

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.

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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.