Rahul Kumar Trivedi
Noida,JH
Summary
Customer-focused Process Associate in the BFSI domain at Genpact, supporting an Australian banking client through real-time chat interactions. Experienced in handling customer financial requests, performing due diligence, and ensuring accurate preparation and verification of banking documents. Skilled in maintaining compliance with lending and regulatory guidelines while consistently meeting quality, SLA, and turnaround time standards. Known for clear communication, attention to detail, and delivering reliable customer support in a fast-paced banking environment.
Overview
4
4
years of professional experience
Work History
Process Associate
Concentrix
Noida
10.2021 - 06.2025
- Handled inbound customer support via calls and chat for international and domestic shipments, maintaining CSAT 90%+.
- Created, reviewed, and corrected Air Waybills (AWB) with 98-99% accuracy, minimizing shipment delays.
- Managed priority/critical (DHL KRY) shipments, ensuring 100% SLA compliance for time-sensitive cases.
- Achieved 95%+ TAT adherence by resolving customer queries and completing backend system updates.
- Coordinated with operations, customs, and billing teams to resolve documentation and billing discrepancies.
- Guided customers on customs compliance, export/import regulations, and Incoterms (EXW, FOB, CIF, DAP, DDP).
- Maintained audit-ready documentation with quality audit scores above 95%.
Process Associate
Genpact
07.2025 - Current
- Provided proactive chat-based customer support for Australian mortgage clients, addressing queries and sharing real-time case updates.
- Guided customers through mortgage documentation and verification requirements, ensuring clarity and smooth case progression.
- Verified borrower and property details using Equifax, Dye & Durham, and SOLAR to support accurate lending decisions.
- Resolved customer issues and data discrepancies through effective chat coordination and follow-ups.
- Consistently achieved SLA, TAT, and quality targets while delivering a positive customer experience.
Education
B.Com - undefined
Ranchi University
01.2023
Xilth - Hindi
01.2017
Xth - English
01.2017
Skills
- Data Entry
- Customer Support
- Logistics Operations
- Excel Report Preparation
- Invoice Verification
Languages
English
Hindi
Personal Information
Title: Process Associate
Hobbies and Interests
- Singing
- Riding bikes
Timeline
Process Associate
Genpact
07.2025 - Current
Process Associate
Concentrix
10.2021 - 06.2025
B.Com - undefined
Ranchi University