Specialist - F&A - I2C 4A

Specialist - F&A - I2C

Ready 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. Genpact’s AI Gigafactory, 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 agentic AI, 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 genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description -

As a Query Management & Issue Resolution Specialist, you will play a critical role in managing and governing customer queries and disputes across European B2B accounts. You will act as the central point of coordination between clients, internal stakeholders, and process owners, ensuring timely and effective resolution of issues while maintaining strong client relationships and adherence to governance frameworks.

Key Responsibilities

Query & Dispute Management

• Own and manage end-to-end lifecycle of customer queries and disputes across assigned B2B portfolios
• Ensure all queries are logged, tracked, and resolved within agreed SLAs
• Categorize, prioritize, and assign queries to appropriate owners or support teams
• Drive proactive follow-up to ensure timely closure and avoidance of backlog accumulation

Stakeholder & Client Management

• Act as the primary interface for client stakeholders, ensuring clear communication and transparency on query status
• Build and maintain strong working relationships with customers and internal stakeholders (Finance, Credit, Collections, Operations)
• Facilitate discussions and negotiations to resolve complex or escalated issues
• Provide regular updates and insights to clients, fostering trust and partnership

Governance & Reporting

• Establish and maintain robust governance over query management processes
• Conduct regular review calls and governance meetings with stakeholders and customers
• Track performance against SLA/KPI metrics (resolution time, backlog, aging, quality)
• Prepare and deliver timely reporting, dashboards, and insights to leadership and the Europe Dispute Leader
• Identify trends and recurring issues to enable root cause analysis and prevention strategies

Process Adherence & Continuous Improvement

• Ensure strict adherence to standard operating procedures, compliance requirements, and audit controls
• Monitor and enforce quality standards in query handling and documentation
• Drive continuous improvement by identifying process gaps, inefficiencies, and automation opportunities
• Partner with cross-functional teams to implement process enhancements and best practices

Documentation & Communication

• Maintain accurate and detailed documentation of all queries, actions, and resolutions in systems of record
• Ensure all communication is clear, professional, and documented via appropriate channels (systems and email)
• Provide audit-ready records of query handling and resolution activities

Key Skills & Competencies

• Strong client relationship management and stakeholder engagement skills
• Excellent communication skills (verbal and written) with the ability to influence and negotiate
• Proven experience in query/dispute management within a B2B environment
• High level of attention to detail and documentation discipline
• Strong analytical and problem-solving capabilities
• Ability to prioritize, manage multiple queries, and meet deadlines
• Proactive, solution-oriented mindset with strong follow-up discipline
• Experience working within SLA-driven environments and governance frameworks

Success Factors

• Ability to drive timely and high-quality resolution of customer queries
• Effective ownership and accountability for query governance and outcomes
• Strong collaboration across teams to ensure seamless issue resolution
• Contribution to improving client satisfaction and operational efficiency

Qualifications -

Bachelors - Accounting, Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Finance

Certifications -

Accounts Payable Certification - F-TecF-Tec, Certified Financial Analyst (CFA) - SkillabSkillab, Certified Public Accountant (CPA) - Perfekt SzolnokPerfekt Szolnok, Certified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de Aprendizaje, Financial Modelling and Valuation Analyst - Corporate Finance Institute (CFI)Corporate Finance Institute (CFI)

Required Skills -

Accounting, Accounts Receivable (AR), Accounts Receivable Collection, Accounts Receivable Management (ARM), Banking Capital Markets, Cash Application, Collections Management, Deductions Management

Language

English, Polish (Required)

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

F&A - I2C

Remote Type -

Hybrid

Work Shift -

Standard (Romania)

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.