Auto Finance – Senior Agent Customer Service -Management Trainee- English – On site Johannesburg

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If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.
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We are inviting applications for the role of Auto Finance – Senior Agent Customer Service -Management Trainee- English – On site Johannesburg

Reports To: Team Leader / Assistant Manager
Role Overview
Handle complex FCA-regulated cases and act as a Subject Matter Expert (SME) within the team. Provide guidance and support to junior agents and ensure UK customers receive accurate, fair, and compliant outcomes via voice and email channels.
Expanded Responsibilities
•    Manage complex and escalated customer cases, applying judgment and making FCA-compliant decisions
•    Act as SME for processes, FCA rules, and redress procedures, providing guidance to other agents when required
•    Support and coach junior agents, reviewing cases and helping with problem resolution
•    Maintain accurate and complete records in Salesforce CRM for calls, emails, and case notes
•    Escalate only high-risk or unresolved issues to Team Leaders / Assistant Managers
•    Participate in Quality Assurance (QA) evaluations, implement feedback, and drive process improvements
•    Ensure compliance with FCA rules, Treating Customers Fairly (TCF), and internal policies
•    Contribute to MI reporting by ensuring data is accurate and identifying trends or recurring issues
•    Proactively identify training or knowledge gaps within the team and support Trainers where needed
•    Support the team in meeting KPIs, including case volumes, resolution times, and quality standards
•    Participate in process updates, campaigns, and new initiatives to ensure smooth implementation
Minimum Qualifications / Skills
•    Higher Diploma/Higher Certificate (Finance, Business, or related)
•    Experience in regulated financial services, Auto Finance, or Collections – 3+ Years
•    Ability to handle complex cases and make judgment-based decisions
•    C1-level English proficiency (spoken and written)
•    Strong problem-solving and interpersonal skills

Preferred Qualifications / Skills
•    Hands-on experience with Salesforce CRM, Genesys, MS Office/Excel
•    Experience mentoring or supporting junior agents
•    Knowledge of QA frameworks, complaint resolution, and regulatory reporting
•    Experience interacting with UK customers
•    Strong organizational and time management skills

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.  
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