[Remote] Senior Process Associate for US institutional Retirement Contact Centre.

Note: The job is a remote job and is open to candidates in USA. Genpact is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. In this role, you will be responsible for assisting customers with their retirement-related queries and ensuring compliance with relevant regulations and plan features.ResponsibilitiesHandling customer queries regarding their benefits via phone – Requires taking at least ~ 40 – 60 calls in a dayDemonstrate a solid understanding of various retirement plans such as 401(k), 403(b), 457 and stay updated on relevant regulations affecting the retirement businessRespond to participant inquiries via phone (Primally) and chat regarding their retirement plans, including plan details, investment options, contributions, distributions, and rolloversAssist participants with account maintenance, beneficiary updates, and plan enrollments. Ensure all transactions comply with plan provisions and regulatory requirementsProvide participants with information on plan features, benefits, and investment options. Help them understand their statements and the impact of their investment choicesIdentify and resolve participant issues in a timely and efficient manner. Escalate complex cases to senior team members or supervisors as necessaryAssist 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 functionsEnsure that retirement plans adhere to all regulatory requirements, including IRS regulations, ERISA guidelines, and plan documentsAddress participant inquiries regarding contribution limits, eligibility requirements, and retirement planning resourcesAssist with investment management activities, such as fund transfers, rebalancing, and implementing investment changesCommunicate with plan participants, and other stakeholders to address inquiries, resolve issues, and provide updates as neededMaintain positive relationships with clients and ensure high levels of satisfaction with services providedSkillsRelevant retirement call center experienceMinimum internet connectivity of 25MBPS+ and a quiet workspace free of distractions for call center Work from Home RoleFlexibility to work shifts assigned by business based on call center hours of business operationAny GraduateAbility to be flexible and adapt to constantly changing prioritiesProficiency in retirement plan record-keeping systems and Microsoft Office applicationsStrong understanding of retirement plans, IRS regulations, and ERISA requirementsMicrosoft Office proficiency, especially ExcelQuality Lean/Process Improvement knowledgeAbility to work under pressure in a dynamic environmentThirst for learning! Analytical thinking and ability to learn fastAbility to be pro-active and to think 'creatively'Cultural Awareness in a diverse and international environmentCompany OverviewGenpact is an information technology firm that offers business management, artificial intelligence, automation, and cloud services. It was founded in 1997, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is https://www.genpact.com.