Call Center Representative

Genpact; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

Genpact in the United States seeks a retirement services associate to handle inbound calls and chats about 401(k), 403(b), and other retirement plans.

Candidates will guide participants through plan features, contributions, distributions, rollovers, and beneficiary updates, while ensuring regulatory compliance. A solid foundation in retirement plan knowledge and strong customer service is required; remote work flexibility is a plus.

Qualifications

• Experience handling retirement queries via call center.
• Strong understanding of retirement plans and IRS/ERISA requirements.
• Ability to explain plan details and investments clearly.
• Flexibility to work shifts and from home when required.

Responsibilities

• Handle retirement plan inquiries via phone and chat.
• Explain 401(k), 403(b), and 457 plans and regulatory implications.
• Assist with account maintenance, enrollments, and beneficiary updates.
• Resolve participant issues and escalate when needed.
• Ensure compliance with IRS/ERISA and plan documents.
• Collaborate with sponsors and maintain client relationships.

Skills

Retirement plan knowledge

Customer service

Problem solving

Microsoft Excel

Education

Any Graduate

Tools

Microsoft Excel

Microsoft Office

Job description

• Handling customer queries regarding their benefits via phone – Requires to take at least ~ 40 – 60 calls in a day.
• Demonstrate a solid understanding of various retirement plans such as 401(k), 403(b), 457, and stay updated on relevant regulations affecting the retirement business.
• Respond to participant inquiries via phone (Primally) and chat regarding their retirement plans, including plan details, investment options, contributions, distributions, and rollovers.
• Assist participants with account maintenance, beneficiary updates, and plan enrollments. Ensure all transactions comply with plan provisions and regulatory requirements.
• Provide participants with information on plan features, benefits, and investment options. Help them understand their statements and the impact of their investment choices.
• Identify and resolve participant issues in a timely and efficient manner. Escalate complex cases to senior team members or supervisors as necessary.
• Assist plan sponsors with the administration of their retirement plans, including tasks such as contribution calculation, non-standard trading, participant financial activity, and other complex record-keeping functions.
• Ensure that retirement plans adhere to all regulatory requirements, including IRS regulations, ERISA guidelines, and plan documents.
• Address participant inquiries regarding contribution limits, eligibility requirements, and retirement planning resources.
• Assist with investment management activities, such as fund transfers, rebalancing, and implementing investment changes.
• Communicate with plan participants, and other stakeholders to address inquiries, resolve issues, and provide updates as needed.
• Maintain positive relationships with clients and ensure high levels of satisfaction with services provided.

Qualifications we seek in you!

Minimum Qualifications

• Relevant retirement call center experience.
• Minimum internet connectivity of 25MBPS+ and a quiet workspace free of distractions for call center Work from Home Role.
• Flexibility to work shifts assigned by business based on call center hours of business operation.

Preferred Qualifications/ Skills

• 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! Analytical thinking and ability to learn fast.
• Ability to be pro-active and to think “creatively”.
• Cultural Awareness in a diverse and international environment.