Call Center Representative

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.