Remote Retirement Benefit Specialist (US)

Genpact; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

Genpact invites applications for the Senior Process Associate role focused on US institutional Retirement Contact Centre. The role involves handling retirement benefit queries, understanding 401(k), 403(b) and other plans, and guiding participants through inquiries via phone and chat.

The position requires training certification, strict on-the-job training adherence, and a 9-hour shift with a 1-hour unpaid lunch and two paid breaks. Remote work is supported with high-bandwidth connectivity.

Qualifications

• Pass training certification criteria including assessments and defined performance parameters during On-the-Job Training period.
• Leaves are discouraged during the training period; a stringent No leave policy applies (exception may be approved due to exceptional circumstances).
• Inability to meet these requirements could lead to termination of employment.

Responsibilities

• Handle customer queries regarding retirement benefits via phone, aiming for 40–60 calls per day.
• Understand retirement plans (401(k), 403(b), 457) and stay updated on related regulations.
• Respond to participant inquiries by phone and chat about plan details, investments, contributions, distributions, and rollovers.
• Assist with account maintenance, beneficiary updates, and enrollments, ensuring compliance with plan provisions.
• Provide information on plan features, benefits, and investment options; help interpret statements.
• Identify and resolve participant issues; escalate complex cases to seniors or supervisors as needed.
• Assist sponsors with administration of retirement plans, including contributions and complex record-keeping.
• Ensure adherence to regulatory requirements (IRS, ERISA) and plan documents.
• Address inquiries about contribution limits and retirement planning resources.
• Assist with fund transfers, rebalancing, and investment changes.
• Communicate with participants and stakeholders to provide updates and resolve issues.
• Maintain positive client relationships and high service satisfaction.

Skills

Flexible

Retirement systems

MS Office

Excel

Lean/Process improvement

Analytical thinking

Proactive

Creativity

Cultural awareness

Job description

Genpact invites applications for the Senior Process Associate role focused on US institutional Retirement Contact Centre. The role involves handling retirement benefit queries, understanding 401(k), 403(b) and other plans, and guiding participants through inquiries via phone and chat.

The position requires training certification, strict on-the-job training adherence, and a 9-hour shift with a 1-hour unpaid lunch and two paid breaks. Remote work is supported with high-bandwidth connectivity.