Overview
Auto Finance Customer Care Jobs in Johannesburg, South Africa at Genpact
Auto Finance Agent Customer Service
– Senior Process Associate– English – On site Johannesburg (4-month fixed term)
Provide direct support to UK customers handling inbound/outbound calls and emails, ensuring FCA-compliant outcomes, accurate case documentation, and timely resolution. You will contribute to team KPIs, expedite complex cases, and support continuous improvement initiatives.
Responsibilities
- Handle inbound and outbound calls and email correspondence with UK customers professionally and compliantly.
- Validate customer information and supporting evidence to ensure accurate case handling.
- Maintain accurate, detailed records in Salesforce CRM for all interactions.
- Escalate complex, high-risk, or unresolved cases to Senior Agents or Team Leaders.
- Resolve customer queries and complaints within delegated authority, exercising judgment where appropriate.
- Adhere to FCA rules, Treating Customers Fairly (TCF) principles, and internal policies always.
- Participate in Quality Assurance (QA) evaluations, implement feedback, and continuously improve performance.
- Meet service metrics: call handling times, first contact resolution, email response times, and case closure volumes.
- Support team initiatives, process updates, and new campaigns by adapting to procedural changes quickly.
- Contribute to MI reporting by ensuring data is complete and accurate in Salesforce CRM.
- Identify trends, common issues, or potential compliance risks, and report them to Team Leaders.
- Assist with training refreshers or knowledge sharing sessions for peers.
- Ensure confidentiality and data protection in line with UK regulations.
Minimum Qualifications / Skills
- Matric Certificate with English D result or better.
- Experience in customer service, collections, or financial services 2+ Years.
- Knowledge of financial services operations and regulatory environment.
- B2-level English proficiency (spoken and written).
- Strong written communication skills for email correspondence.
- Comfortable working UK operating hours.
Preferred Qualifications / Skills
- Hands‑on experience with Salesforce CRM, Genesys, MS Office/Excel.
- Experience in Auto Finance, Redress, Banking Operations, or Collections.
- Understanding of FCA rules and TCF principles.
- Ability to work independently while escalating appropriately.
- Strong interpersonal, problem‑solving, and time management skills.
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Title: Auto Finance Customer Care
Company: Genpact
Location: Johannesburg, South Africa
Category: