Specialist - Customer Care - Voice
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.
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Job Description
SMB Payments Trainer Specialist
Overview:
This role supports the development of frontline teams serving US Small and Mid-Market Businesses across the Accounting application Payments ecosystem. The trainer will enable teams to confidently support customers navigating complex money movement scenarios involving payments acceptance, bank funding, deposits, withdrawals, lending, and connected banking experiences.
The role requires a hands-on US banking and payments domain expert who understands how SMB customers manage cash flow, move funds, access capital, and operate within the US financial system. The ideal candidate brings deep expertise in payment processing, ACH networks, merchant services, card processing, bank funding, risk operations, and banking workflows, coupled with the ability to translate that knowledge into impactful learning experiences. Experience in training batches for accounting softwares like Tally, Zoho, Sage, Netsuite, QuickBooks, etc preferred.
This role will build capability in diagnosing complex money movement issues, understanding the interconnected relationship between banking and payments, navigating regulatory and risk requirements, and helping teams confidently engage SMB customers through both service and consultative sales conversations.
Responsibilities:
- Train and enable teams on US money movement ecosystems, including ACH payments, card processing, merchant settlement, bank transfers, deposits, withdrawals, lending disbursements, and funding workflows.
- Develop expertise in how money flows between customers, card networks, acquiring banks, issuing banks, payment processors, merchant accounts, and business bank accounts.
- Guide teams on how Accounting application Payments, Accounting application Checking, Accounting application Capital, Banking Connections, and Accounting products interact throughout the customer journey.
- Develop and deliver training on SMB banking concepts including cash flow management, account funding, settlement timing, payment processing cycles, returns, holds, reserves, and liquidity challenges.
- Create scenario-based learning around real-world customer issues such as ACH returns, payment reversals, failed deposits, funding delays, chargebacks, dispute outcomes, bank connection failures, account restrictions, and reconciliation discrepancies.
- Build capability in identifying root causes across multiple systems and understanding upstream and downstream impacts of money movement events.
- Coach teams to confidently explain banking and payments concepts to customers using clear and simple language while maintaining compliance and managing customer expectations.
- Train employees to navigate sensitive conversations involving risk reviews, payment holds, funding delays, bank account verification requirements, chargeback losses, and fraud prevention controls.
- Develop understanding of US banking infrastructure, including ACH networks, card network settlement processes, merchant acquiring, payment risk management, and regulatory requirements impacting SMB customers.
- Build deep understanding of SMB business models, cash flow dependencies, payment acceptance needs, operating challenges, and growth opportunities.
- Enable consultative solutioning by helping teams identify customer needs and position relevant ecosystem offerings including Payments, Banking, Capital, Payroll, and other Accounting application solutions.
- Embed Challenger, SPIN, Solution Selling, and value-based discovery techniques into customer conversations to improve ecosystem adoption and customer outcomes.
- Continuously assess knowledge gaps and design learning interventions that improve money movement expertise, issue resolution effectiveness, customer confidence, and revenue generation.
- Stay current on evolving banking, payments, fintech, and regulatory trends affecting US SMB customers and incorporate changes into training curricula.
Qualifications for Street to Seat:
US Banking & Payments Expertise:
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Relevant years of experience in US banking, merchant services, payment processing, treasury services, fintech, or money movement operations.
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Strong understanding of ACH processing, NACHA frameworks, card payment ecosystems, merchant settlement, funding timelines, bank account verification, and payment risk management.
Domain Expertise:
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Experience supporting SMB customers within banking, fintech, merchant acquiring, payment processors, or financial technology organizations.
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Experience with organizations such as JPMorgan Chase, Bank of America, Wells Fargo, Citi, American Express, Visa, Mastercard, PayPal, Square, Stripe, Adyen, Fiserv, Elavon, or similar institutions preferred.
Accounting application & Ecosystem Knowledge:
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Experience supporting Accounting application Payments, Accounting application Checking, Accounting application Capital, Banking Feeds, or related fintech products preferred.
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Understanding of how payments, banking, accounting, lending, and reporting workflows connect within the SMB ecosystem.
Financial & Banking Knowledge:
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Deep understanding of US banking operations, payment processing lifecycles, funding flows, settlement processes, account management, and cash flow concepts.
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Working knowledge of accounting and reconciliation principles preferred.
Troubleshooting Expertise:
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Proven experience investigating and resolving complex money movement issues involving ACH returns, failed settlements, funding exceptions, payment holds, dispute management, and banking integration issues.
Customer & Commercial Acumen:
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Experience supporting SMB business owners and understanding customer operating models, cash flow priorities, and business growth challenges.
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Ability to balance customer advocacy with risk, compliance, and policy requirements.
Sales Experience:
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Relevant years of consultative sales, ecosystem attach, relationship management, or solution selling experience.
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Proven ability to identify customer needs and recommend financial products and services that drive business value.
Training & Enablement:
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Experience translating banking and payments expertise into structured learning programs, simulations, workshops, and coaching engagements.
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Prior experience in training, coaching, quality, enablement, or learning & development preferred.
Communication:
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communication proficiency.
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Strong ability to simplify complex banking, payments, risk, and financial concepts for operational teams and SMB customers.
Preferred:
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Background in Treasury Services, Merchant Services, Commercial Banking, Small Business Banking, Payment Operations, Risk Operations, Fintech Support, or Financial Services Training.
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Certifications or formal training in banking, payments, merchant acquiring, or financial services.
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Experience utilizing Challenger, SPIN, Solution Selling, or Sandler methodologies.
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications
Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, Customer Experience Certification (COPC) - COPC Inc.COPC Inc.
Required Skills
Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales, Sales Support, Speech Analytics, Strategic Advisory, Target Operating Model, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface
Language
English (Required)
Language Proficiency -
Upper Intermediate - B2
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Voice
Remote Type -
Office
Work Shift -
Night Job (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.
