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Job Description – Collections – Senior Process Associate – Dutch – Remote EMEA (BFS046654)

In this role, you will be supporting our automotive client in delivering high level customer support through different support channels & contributing to process improvement.

Responsibilities

• Answer phone calls in the languages mentioned, with a nice, controlled voice, on a priority established by the team leader.
• Communicate effectively both verbally and in writing.
• Sense other people’s emotions and provide the answer or support based on their needs.
• Have a high-level tolerance without losing temper or being irritated by the day-to-day situation.
• Easy adjust to changing scenarios regarding ways of working.
• Go beyond simply hearing the words that the other person speaks. Try to focus on the needs and provide the right solution.
• Receive and place customer orders for the in-scope products/services (leasing, credit, bank accounts).
• Project a positive image of the company and brand.
• Implement changes using your creativity and focus on process improvement.
• Correct and complete documentation of all customer interactions. Have a good ‘know-how’ of the entire process.
• Use time effectively and prioritize daily tasks accordingly.
• Share with all team members any relevant knowledge obtained through customer interactions.
• Attend training sessions.
• Arrange working schedules with colleagues flexibly, according to business needs.
• Successfully complete the training plan and pass the process knowledge test (PKT) on a regular basis.
• Provide assistance to new colleagues whenever possible.
• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date.
• Use tools such as Excel, Word, PowerPoint – as per the business and process requirements.

Minimum Qualifications

• Good knowledge of Dutch (C1) and English (B2).
• Bachelor’s degree.
• Good MS Office knowledge.
• Analytical thinking and self-starter.

Preferred Qualifications / Skills

• Relevant experience in phone customer service or Accounts receivable process.
• High motivation and ability to learn.
• Ability to work under time pressure.

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.