Retirement Plan Specialist

Genpact; Pittsburgh (Allegheny County); On-site; USD 40,000 - 60,000; Full time

Job summary

Genpact is seeking a Senior Process Associate for its U.S. Institutional Retirement Contact Centre in Pittsburgh. This role entails managing customer inquiries about retirement plans and ensuring compliance with regulatory requirements.

The ideal candidate will have a solid grasp of retirement plans and proficient in Microsoft Office. Flexibility to adapt to shifts is essential. A quiet workspace with necessary internet connectivity is mandatory, supporting customer engagement through effective issues resolution.

Qualifications

• Knowledge of retirement plans, IRS regulations, and ERISA requirements.
• Flexibility to work shifts assigned by business based on call-center hours.

Responsibilities

• Handle customer inquiries related to retirement and benefits.
• Maintain positive relationships with clients and ensure high levels of satisfaction.
• Assist participants with account maintenance and updates.
• Identify and resolve participant issues in a timely manner.

Skills

Adaptability

Microsoft Office proficiency

Understanding of retirement plans

Analytical thinking

Customer service

Tools

Microsoft Excel

Retirement plan record-keeping systems

Job description

Senior Process Associate – U.S. Institutional Retirement Contact Centre

Training Requirements: Applicants must pass the training certification criteria which includes training assessments and defined performance parameters during the on‑the‑job training period to qualify for the production role. Leaves are discouraged during training; a stringent no‑leave policy applies (exceptions may be approved under exceptional circumstances). Failure to meet these requirements may lead to termination of employment.

Please confirm that you agree to adhere to the training leave policy and understand that inability to meet the training certification criteria can lead to termination of employment.

Shift Requirements

Recommended shift start window: 7:00 AM – 1:00 PM EST. Associates may be required to work holidays or overtime, with adjusted shifts based on business requirements. Schedules are assigned at the end of the training period and may change as required by the business.

You will be scheduled for a 9‑hour shift on a regular working day, which includes 1 hour of unpaid lunch and two paid 15‑minute breaks.

Work From Home Requirements

Minimum internet connectivity bandwidth required: 100 MBPS+ (satellite internet not acceptable). Employees must maintain a dedicated workspace with minimum distractions and background sounds to meet call‑center quality standards and enable a hardwired connection. Failure to meet these requirements may impact performance and could result in separation.

Please acknowledge that you have sufficient internet connectivity and a suitable work‑from‑home environment that meets these criteria.

Job Description

In this role, you will be responsible for handling customer inquiries related to retirement and benefits and will perform the following duties.

• Handling customer queries regarding their benefits via phone – requires at least 40–60 calls per 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 (primarily) and chat regarding retirement plans, including plan details, investment options, contributions, distributions, and rollovers.
• Assist participants with account maintenance, beneficiary updates, and plan enrollments, ensuring all transactions comply with plan provisions and regulatory requirements.
• Provide participants with information on plan features, benefits, and investment options to help them understand statements and investment choices.
• Identify and resolve participant issues in a timely and efficient manner; escalations to senior team members or supervisors as necessary.
• Assist plan sponsors with administration of their retirement plans, including tasks such as contribution calculation, non‑standard trading, participant financial activity, and other complex record‑keeping functions.
• Ensure 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 implementation of 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.

Minimum Qualifications

• Minimum internet connectivity of 50 MBPS+ 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 operation.

Preferred Qualifications / Skills

• Ability to be flexible and adapt to constantly changing priorities.
• Proficiency with retirement plan record‑keeping systems and Microsoft Office applications.
• Strong understanding of retirement plans, IRS regulations, and ERISA requirements.
• Microsoft Office proficiency, especially Excel.
• Knowledge of Lean/Process Improvement.
• Ability to work under pressure in a dynamic environment.
• Analytical thinking and fast learning capability.
• Pro‑active and creative thinking.
• Cultural awareness in a diverse and international environment.

Equal Opportunity Statement

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, Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process. Examples of scams include purchasing a ‘starter kit,’ paying to apply, or purchasing equipment or training.