Contact Center Agent

Job Description

Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation , our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

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

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• Handling customer queries regarding their benefits via phone – Requires to take at least ~ 40 – 60 calls in a day.
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• 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.
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• Respond to participant inquiries via phone (Primally) and chat regarding their retirement plans, including plan details, investment options, contributions, distributions, and rollovers.
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• Assist participants with account maintenance, beneficiary updates, and plan enrollments. Ensure all transactions comply with plan provisions and regulatory requirements.
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• Provide participants with information on plan features, benefits, and investment options. Help them understand their statements and the impact of their investment choices.
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• Identify and resolve participant issues in a timely and efficient manner. Escalate complex cases to senior team members or supervisors as necessary.
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• 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.
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• Ensure that retirement plans adhere to all regulatory requirements, including IRS regulations, ERISA guidelines, and plan documents.
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• Address participant inquiries regarding contribution limits, eligibility requirements, and retirement planning resources.
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• Assist with investment management activities, such as fund transfers, rebalancing, and implementing investment changes.
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• Communicate with plan participants, and other stakeholders to address inquiries, resolve issues, and provide updates as needed.
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• Maintain positive relationships with clients and ensure high levels of satisfaction with services provided.
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Qualifications we seek in you!

Minimum Qualifications

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• Relevant retirement call center experience.
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• Minimum internet connectivity of 25MBPS+ and a quiet workspace free of distractions for call center Work from Home Role.
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• Flexibility to work shifts assigned by business based on call center hours of business operation.
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Preferred Qualifications/ Skills

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• Any Graduate
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• Ability to be flexible and adapt to constantly changing priorities.
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• Proficiency in retirement plan record-keeping systems and Microsoft Office applications.
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• Strong understanding of retirement plans, IRS regulations, and ERISA requirements.
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• Microsoft Office proficiency, especially Excel.
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• Quality Lean/Process Improvement knowledge.
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• Ability to work under pressure in a dynamic environment.
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• Thirst for learning! Analytical thinking and ability to learn fast.
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• Ability to be pro-active and to think “creatively”.
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• Cultural Awareness in a diverse and international environment.
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