Process Associate for US institutional Retirement Contact Centre.

Genpact; United States; Remote; USD 22,000 - 31,000; Full time

Job summary

Genpact is hiring for a Process Associate in the US retirement contact center. You will handle customer retirement queries by phone and chat, explaining plan options (401(k), 403(b), 457) and applicable regulations.

You will assist with account maintenance, enrollments, and beneficiary updates, ensuring compliance with IRS/ERISA guidelines. The role emphasizes accurate information delivery, timely issue resolution, and collaboration with plan sponsors on contributions and record-keeping.

Qualifications

• Minimum retirement call center experience.
• Quiet workspace and reliable internet for WFH role.
• Flexibility to work shifts based on call center hours of operation.

Responsibilities

• Handle customer retirement queries via phone and chat.
• Explain retirement plans (401(k), 403(b), 457) and related regulations.
• Assist participants with account maintenance, enrollments and beneficiary updates.
• Resolve participant issues and escalate complex cases as needed.
• Support plan sponsors with contributions, record-keeping and non-standard tasks.
• Ensure compliance with IRS, ERISA and plan documents.

Skills

Communication skills

Adaptability

Analytical thinking

Proactive thinking

Customer service

Education

Any Graduate

Tools

Microsoft Excel

Retirement plan systems

Job description

At Genpact, we don´t just adapt to change-we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Process Associate for US institutional Retirement Contact Centre.

In this role, you will be responsible for talking to customer and helping them with queries related to retirement, benefits which typically includes the following responsibilities.

Responsibilities

• Handling customer queries regarding their benefits via phone - Requires taking 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.
• Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation.
• Make an impact - Drive change for global enterprises and solve business challenges that matter.
• Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities.
• 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

The approximate hourly base compensation range for this position is $19/hr. The actual offer, reflecting the total compensation package plus benefits will be determined by a number of factors which include but are not limited to the applicant's experience, knowledge, skills, and abilities; geographic location; and internal equity.

Work-from-Anywhere Roles - Los Angeles California-based candidates are not eligible for this role.

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.