Retirement Plans Support Specialist

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

Job summary

Genpact is seeking a Senior Process Associate, Call Center Representative to join its retirement services team. In this role you will handle inquiries about retirement plans and provide guidance on plan features, investments, contributions, distributions, and rollovers.

You will support participants and sponsors with account maintenance, eligibility, compliance with IRS/ERISA, and routine record-keeping, while delivering high-quality service in a fast-paced, global environment.

Qualifications

• Any graduate with customer service experience; postgraduate degree is a plus.
• Experience in contact center and customer service.
• Proficiency in Microsoft Office, especially Excel.

Responsibilities

• Respond to participant inquiries via phone, email, and chat about retirement plans.
• Explain plan features, investment options, contributions, distributions, and rollovers.
• Assist participants with account maintenance, beneficiary updates, and enrollments.
• Ensure transactions comply with plan provisions and regulatory requirements.
• Identify and resolve participant issues; escalate complex cases as needed.
• Assist plan sponsors with administration including contributions and record-keeping.
• Ensure adherence to IRS, ERISA, and plan documents.
• Address limits, eligibility, and planning resources for retirement.
• Support investment management activities like transfers and rebalancing.
• Communicate with participants and stakeholders; provide regular updates.
• Maintain positive client relationships and high service levels.

Skills

Customer service

Microsoft Excel

Adaptability

Problem solving

Education

Graduate degree

Tools

Microsoft Office

CRM systems

Job description

Genpact is seeking a Senior Process Associate, Call Center Representative to join its retirement services team. In this role you will handle inquiries about retirement plans and provide guidance on plan features, investments, contributions, distributions, and rollovers.

You will support participants and sponsors with account maintenance, eligibility, compliance with IRS/ERISA, and routine record-keeping, while delivering high-quality service in a fast-paced, global environment.