Customer Service Specialist - Retirement Specialist

Genpact is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. The Customer Service Specialist will be responsible for assisting customers with queries related to retirement benefits, handling inquiries primarily via phone, and ensuring compliance with relevant regulations.

Responsibilities:

• Handling customer queries regarding their benefits via phone – Requires to take 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

Requirements:

• 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