US B2C Collection

Descripción del puesto:

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Management Trainee, US Collection
In this role, you will be responsible for liaising between the Operations Leader and the team of associates, to ensure the client's services are delivered promptly and accurately in accordance with the Service Level Agreement's.
You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements.

Responsibilities
* Deliver and facilitate collections and customer service training using multiple delivery methods (classroom, virtual, on-the-job coaching) for new hires and tenured collectors in a US B2C environment.
* Manage day-to-day training and quality activities, ensuring adherence to US regulatory and compliance standards.
* Support and drive customer service excellence and collections performance, aligned with B2C account goals and client SLAs.
* Demonstrate strong working knowledge of US B2C Collections concepts, including:
* Right Party Contact (RPC)
* Promise to Pay (PTP)
* Skip Tracing
* Delinquency buckets
* Early-stage and late-stage collections
* Motivate and coach teams to achieve monthly, quarterly, and annual targets, focusing on productivity, quality, and compliance.
* Act as a subject matter expert (SME) for US B2C collections operations, processes, and policies.
* Identify focus teams and performance gaps each month; design and deliver targeted coaching and refresher training to improve collector effectiveness.
* Monitor and evaluate collection calls using client-mandated QA frameworks, CFPB guidelines, FDCPA, and other applicable US regulations.
* Analyze call evaluations to identify root causes impacting KPIs, such as conversion rate, cure rate, PTP kept %, compliance scores, and customer experience.
* Conduct calibration sessions with Supervisors and Team Leaders to ensure scoring consistency and alignment on quality standards.
* Facilitate team huddles and synergy sessions to communicate policy updates, compliance reminders, and TD/MTD performance trends.
* Develop and implement training strategies to improve:
* Call Quality (CQ) metrics
* Compliance adherence
* Reduction in defects and regulatory risks
* Overall B2C customer experience
* Collaborate closely with Training, Quality, and Operations teams to ensure seamless implementation of learning initiatives.
* Create and maintain training materials, SOPs, job aids, and learning documentation aligned with US client requirements.
* Conduct Process Knowledge Tests (PKTs) and refresher assessments as per agreed schedules.
Qualifications We Seek
Minimum Qualifications / Skills
* Strong expertise in US B2C Collections and Customer Service KPIs.
* Excellent verbal and written communication skills with a customer-centric approach.
* Flexibility to work in US shifts.
* Strong organizational and leadership skills to guide and influence teams effectively.
Preferred Qualifications / Skills
* Comfortable presenting to groups, conducting coaching sessions, and delivering constructive feedback.
* Working knowledge of Microsoft Office tools (Excel, PowerPoint, Word) for reporting and training delivery.
* Prior experience in US B2C Collections or Customer Service as a Team Lead, Supervisor, Trainer, or Quality Analyst.

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