Inviting applications for the role of Process Associate for US institutional Retirement Contact Centre
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 experience in retirement call center experience
· Experience in Customer Service or Call Center
· 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.
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 environment
