Employer: Genpact SA 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, escalate 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 - Meeting 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