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Front Line Manager - Customer Care - Collections 5B

June 27, 2026

Front Line Manager - Customer Care - CollectionsReady 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. <a href="http://www.genpact.com/gigafactory" target="_blank" rel="noopener noreferrer">Genpact’s AI Gigafactory</a>, 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 <a href="http://media.genpact.com/2025-02-05-Genpact-Accelerates-Innovation-through-Service-as-Agentic-Solutions" target="_blank" rel="noopener noreferrer">agentic AI</a>, 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. Get to know us at <a href="http://www.genpact.com/" target="_blank" rel="noopener noreferrer">genpact.com</a> and on <a href="http://www.linkedin.com/company/genpact/mycompany/" target="_blank" rel="noopener noreferrer">LinkedIn</a>, <a href="http://www.youtube.com/user/GenpactLtd" target="_blank" rel="noopener noreferrer">YouTube</a>, <a href="http://x.com/genpact" target="_blank" rel="noopener noreferrer">X</a>, and <a href="http://www.facebook.com/ProudToBeGenpact/" target="_blank" rel="noopener noreferrer">Facebook</a>.Job DescriptionDebt Collection & Communication • Reach out to customers with overdue accounts using phone, email, and letters to initiate collections. • Negotiate repayment terms and settlements in accordance with company policies. 2. Account Monitoring & Reconciliation • Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items. • Reconcile account balances with customers and address unapplied credits. 3. Record-Keeping & Reporting • Maintain detailed and accurate records of all customer communication and payment commitments. • Log outcomes of collection efforts and follow-ups in CRM or collections systems. • Prepare and submit regular collection activity reports for management review. 4. Dispute Resolution & Escalation • Investigate and resolve customer complaints or disputes related to billing or payments. • Escalate unresolved or complex cases to senior staff or legal teams as needed. 5. Cross-Functional Collaboration • Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues. • Provide necessary documentation to support third-party collections or bankruptcy cases. 6. Performance & Target Achievement • Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs. • Ensure timely cash inflow within agreed payment terms and SLAs. 7. Compliance & Process Adherence • Follow all applicable legal and regulatory requirements related to debt collection. • Adhere to company policies, SOPs, and standard quality benchmarks.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de AprendizajeRequired SkillsBanking Capital Markets, Banking Operations, Core Banking, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Relationship Management (CRM), Customer Service, Data Analytics, Fraud Analytics, Network Management, Regulatory Affair Management, Risk ManagementLanguageEnglish (Required)Language Proficiency - Elementary - A2Additional Job Location - Job TypeRegularMaster Skill List - Customer Care - CollectionsRemote Type - RemoteWork Shift - Day Job (Mexico)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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...