Call Center Representative

Genpact Ltd.; United States; Remote; USD 42,000 - 60,000; Full time

Job summary

Genpact Ltd. is seeking an experienced retirement services professional to handle calls and chats about retirement plans, eligibility, and plan details. The role includes maintenance tasks, beneficiary updates, and enrollment processing, with a focus on accuracy and regulatory compliance.

Ideal candidates will possess strong customer service, analytical thinking, and adaptability, and must meet the required internet and workspace setup for a reliable work-from-home environment.

Qualifications

• Retirement call center experience required.
• Stable internet (25 Mbps+) and quiet WFH workspace.
• Flexibility to work shifts based on call center hours.

Responsibilities

• Handle customer calls and chats about retirement plans, including plan details, investments, contributions, distributions, and rollovers.
• Assist participants with account maintenance, beneficiary updates, and enrollments.
• Explain plan features and investment options and help interpret statements.
• Resolve participant issues promptly and escalate complex cases to seniors.
• Support plan sponsors with administration, contributions, and record-keeping.
• Ensure compliance with IRS, ERISA, and plan documents.
• Address inquiries about contribution limits and eligibility.
• Assist with investment management activities such as fund transfers and rebalancing.
• Communicate with participants and stakeholders to provide updates and maintain client relationships.
• Maintain high client satisfaction and positive relationships.

Skills

Customer service

Communication skills

Analytical thinking

Adaptability

Proactive thinking

Problem solving

Attention to detail

Education

Any Graduate

Tools

Excel

Retirement plan systems

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.