Call Center Specialist

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.Inviting applications for the role of Senior Process Associate for US institutional Retirement Contact Centre.Training Requirements:You are required to pass the training certification criteria including- training assessments and defined performance parameters during On-the-Job Training period to qualify for production role. Leaves are discouraged during the training period; a stringent No leave policy applies (exception may be approved due to exceptional circumstances). Inability to meet these requirements could lead to termination of employment.Please confirm if you agree to adhere to the training leave policy and understand that inability to meet the training certification criteria can lead to termination of employment.Shift RequirementsRecommended : Shift start window can be from 7:00 AM EST to 1:00PM EST Associates may be required to work holidays or Overtime /Adjusted shift based on business requirements. Schedules are assigned at the end of the training period; changes may be made as required by the business:You will be scheduled for a 9-hour shift on a regular working day, which includes 1-hour of unpaid lunch and two paid 15 minutes breaks.Work from Home RequirementsMin internet connectivity bandwidth required for this role is 100 MBPS+ (Satellite internet not acceptable). Employees are also required to take calls at a dedicated workspace with minimum distractions and background sounds to meet call center quality standards and ability to hardwire internet connection. Lack of access to these work from home requirements can impact performance. The organization is authorized to initiate separation if this requirement is not metPlease acknowledge that you have access to Internet connectivity, Work from home environment that meets the criteria to perform this role.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 providedMinimum Qualifications• Relevant retirement call center experience• Minimum internet connectivity of 50MBPS+ 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.Preferred Qualifications/ Skills• Any Graduate• Ability to be flexible and adapt to constantly changing priorities• Proficiency in retirement plan record-keeping systems and Microsoft Office applications.• Strong understanding of retirement plans, IRS regulations, and ERISA requirements.• Microsoft Office proficiency, especially Excel• Quality Lean/Process Improvement knowledge• Ability to work under pressure in a dynamic environment• Thirst for learning! Analytical thinking and ability to learn fast• Ability to be pro-active and to think “creatively”• Cultural Awareness in a diverse and international environmentWhy join Genpact?Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skillsGrow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplaceCommitted to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything webuildThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome 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.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.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.