Sr. Associate – Customer Care Voice *Payroll*

Responsibilities:
- Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds successfully move out of the business to the right people at the right time.
- Diagnose and resolve payment, debit/withdrawal, direct deposit, and related payroll funding issues using a structured, investigative approach across customer-facing tools and back-office workflows.
- Help customers understand how workflows connect across products (for example: Team setup (employees, pay rates, taxes, benefits) + time tracking (hours, PTO, approvals) payroll processing pay delivery (DD/checks) taxes/filings.
- Own customer issues from intake to resolution whenever possible; when escalation is required, clearly document findings, actions taken, and recommended next steps to minimize customer effort.
- Communicate with clarity and confidence—especially when sharing outcomes; the customer may not want to hear. Set expectations early, explain the “why” in plain language, and hold firm on policy, risk,



and compliance requirements while still showing empathy and offering next-best options.
- Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments of terminology.
- Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within a role scope.
- Stay effective in a fast-changing environment by using available resources to find accurate answers quickly, keep up with updates, and stay focused on moving the customer’s issue forward.
- Gain a thorough understanding of the customer’s small business operations, challenges, and goals

Recommend the right solutions based on need across the client ecosystem and reinforce the value proposition and complete sale during call (including current customer acquisition and/or ecosystem attach)

📌 Senior Associate Consultant (Gurugram)
🏢 Genpact
📍 Gurugram