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 retirement call center experience.
- 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.