Customer Service Specialist - Retirement Specialist

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Job Title: Retirement Specialist (Customer Service)

Type of Hire: Full-time

Location: Remote

Job Description:

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 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.

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.

Why join Genpact?

• Lead AI-first transformation – Build and scale AI solutions that redefine industries
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build
• 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 140,000+ coders, 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 compensation range for this position is $17 to $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 respect and integrity, customer focus, and innovation. xhyhwjd

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.