Remote Retirement Services Associate—Impactful Customer Care

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

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.