Process Associate for US institutional Retirement Contact Centre - Remote US

Genpact • Richardson, TX

202d • $20 - $22 • Remote

About The Position

Genpact is seeking a Process Associate for the US institutional Retirement Contact Centre. This role involves engaging with customers to assist them with queries related to retirement benefits. The position is remote and requires a strong understanding of various retirement plans and the ability to handle a high volume of calls daily. The successful candidate will be part of a team that drives change through AI and digital innovation, helping global enterprises work smarter and grow faster.

Requirements

• Relevant experience in retirement call center experience.
• Experience in Customer Service or Call Center.
• Minimum internet connectivity of 25MBPS+ and a quiet workspace for remote work.
• Flexibility to work shifts assigned by the business based on call center hours.

Nice To Haves

• Any Graduate.
• Ability to be flexible and adapt to constantly changing priorities.
• Proficiency in retirement plan record-keeping systems and Microsoft Office applications.
• Strong understanding of retirement plans, IRS regulations, and ERISA requirements.
• Microsoft Office proficiency, especially Excel.
• Quality Lean/Process Improvement knowledge.
• Ability to work under pressure in a dynamic environment.
• Thirst for learning and analytical thinking.
• Ability to be proactive and think creatively.
• Cultural awareness in a diverse and international environment.

Responsibilities

• Handling customer queries regarding their benefits via phone, requiring at least 40 - 60 calls in a day.
• Demonstrating a solid understanding of various retirement plans such as 401(k), 403(b), and 457, while staying updated on relevant regulations.
• Responding to participant inquiries via phone and chat regarding their retirement plans, including plan details, investment options, contributions, distributions, and rollovers.
• Assisting participants with account maintenance, beneficiary updates, and plan enrollments, ensuring compliance with plan provisions and regulatory requirements.
• Providing participants with information on plan features, benefits, and investment options, and helping them understand their statements.
• Identifying and resolving participant issues in a timely manner and escalating complex cases as necessary.
• Assisting plan sponsors with the administration of their retirement plans, including contribution calculation and record-keeping functions.
• Ensuring that retirement plans adhere to all regulatory requirements, including IRS regulations and ERISA guidelines.
• Addressing participant inquiries regarding contribution limits, eligibility requirements, and retirement planning resources.
• Assisting with investment management activities such as fund transfers and rebalancing.
• Communicating with plan participants and other stakeholders to address inquiries and provide updates.
• Maintaining positive relationships with clients and ensuring high levels of satisfaction.

Benefits

• Hands-on experience and mentorship.
• Continuous learning opportunities.
• Work with a diverse team of over 140,000 professionals.
• Values-driven culture emphasizing integrity and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree