Senior Process Associate, US Institutional Retirement Contact Centre – Remote

Inviting applications for the role of Senior Process Associate, US Institutional Retirement Contact Centre

Responsibilities

•   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, email, 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!

Preferred Qualifications

•   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 environment.