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 Payroll Trainer Specialist
Overview: Overview:
This role supports small-to-large US SMB businesses by enabling frontline teams to confidently manage end-to-end payroll and related money movement workflows within the accounting application ecosystem (Payroll, Payments, Accounting, and funding integrations).
The role requires a hands-on payroll domain expert who can translate real-world payroll operations into practical training that builds capability in processing accuracy, compliance, troubleshooting, and consultative selling. Experience in training batches for accounting softwares like Tally, Zoho, Sage, Netsuite, QuickBooks, etc preferred.
This role will build trust and confidence through deep domain expertise, structured problem-solving, and clear guidance, especially in high-risk, high-dollar payroll scenarios where compliance and timing are critical.
Responsibilities:
Train and enable teams on end-to-end US payroll workflows, including employee setup (W2/1099), payroll runs (regular/off-cycle), tax calculations, filings (941, 940, W-2, 1099), deductions, benefits, and garnishments.
- Guide teams on how payroll connects with payments, bank funding (ACH/direct deposit), accounting (GL posting, reconciliation), and reporting within the Accounting application ecosystem.
- Develop and deliver scenario-based training on real SMB payroll challenges such as missed payrolls, cash flow constraints, compliance risks, and employee impact.
- Enable structured troubleshooting for payroll and money movement issues such as failed direct deposits, ACH returns, funding delays, tax miscalculations, filing errors, and reconciliation mismatches.
- Build capability in root-cause analysis and investigative thinking, moving beyond scripted responses to real problem-solving.
- Coach teams to own customer issues end-to-end, including documenting hypotheses, actions taken, and impact when escalation is required.
- Train on clear, compliant, and confident communication, especially when handling sensitive payroll situations (delays, penalties, compliance failures), ensuring expectations are set and explained effectively.
- Build deep understanding of US SMB customer contexts, including business size, cash flow cycles, payroll urgency, and regulatory risks.
- Enable consultative selling and upsell behaviors, training teams to identify payroll needs, recommend appropriate Accounting application Payroll tiers, and attach ecosystem products (payments, accounting, lending).
- Embed sales methodologies (SPIN, Challenger, Solution selling) into payroll conversations to drive value-based recommendations.
- Ensure adherence to IRS regulations, state payroll compliance, and internal risk/control policies, and train teams on navigating regulated financial scenarios.
- Continuously assess skill gaps and design targeted interventions to improve payroll accuracy, issue resolution, and customer confidence.
- Stay current with product updates, payroll regulation changes, and fintech ecosystem shifts, and translate them into actionable training content.
Qualifications for Street to Seat:
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Payroll Domain Expertise:
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Relevant years of hands-on experience in US payroll processing (mandatory)
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Strong knowledge of payroll taxes, compliance, filings (941, 940, W-2, 1099), and error handling
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Accounting application & Fintech Experience:
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Relevant years’ experience with Accounting application Payroll (Core/Premium/Elite) or similar platforms
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Experience with payment platforms, ACH systems, or fintech ecosystems
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Financial & Accounting Knowledge:
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Strong understanding of US banking, ACH flows, and payroll funding mechanisms (required)
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Working knowledge of accounting concepts (GL, reconciliation, reporting preferred)
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Troubleshooting Expertise:
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Hands-on experience resolving payroll and payment issues (failed deposits, tax errors, funding delays, reconciliation gaps)
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Customer-Facing Experience:
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Experience supporting or consulting US SMB customers, understanding real business payroll challenges
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Sales Experience:
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Relevant years of experience in consultative selling or upselling SMB solutions
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Experience in high-volume or transactional environments
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Training/Coaching Capability:
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Ability to translate domain expertise into structured learning, simulations, and scenario-based training
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Communication:
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Strong ability to explain complex payroll, compliance, and financial concepts in simple terms
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Preferred:
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Certified Payroll Professional (CPP) or equivalent
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Prior experience in training, coaching, or enablement roles
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Exposure to fintech platforms like PayPal, Square, Stripe, or banking systems
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.
