Job description

Call Center Representative - 401k Services

Purpose of the role
To act as the liaison for Institutional clients, by partnering with Recordkeeping Services, Participant Services and other internal departments to meet and exceed client expectations in the Core Market.

Duties and Responsibilities

• Acts as a liaison between internal departments to assist with the resolution of processing and administrative issues and communicates issues related to daily plan administration to affected internal and external clients.
• Acts as a point of contact for the client relationship by ensuring plan data integrity and timely resolution to participant level issues.
• Coordinates and resolves complex exceptions generated from the system regarding cash receipts, disbursements, file maintenance, demographics, adjustments, and reporting tasks. Partners with processing teams and other internal clients to ensure resolutions are processed accurately and in accordance with plan provisions and department policies and procedures.
• Monitors control reports, provides appropriate resolutions, and seeks preventative measures as needed.
• Partners with Relationship Managers in the execution of client service needs.
• Adheres to all internal policies, procedures and guidelines in the handling of processing and administrative issues.
• Evaluates client relationship to recommend plan and workflow changes to streamline operational efficiencies, resulting in the highest quality of service.
• Participates in special projects and performs other duties as assigned.

Location for this position is Malvern, PA

Qualifications:

Basic:

• Bachelor’s Degree in any career stream.
• 1 or more years of experience as per the job description

Preferred Skills:

• Knowledge of Defined Contribution Plans preferred.
• Proficiency with Microsoft Office Products preferred
• Strong verbal, written, and interpersonal communication skills.
• Ability to work well independently as well as within a team.
• Strong poise and a professional presence when interacting with internal and external clients.
• Good time management, planning and organizational skills.
• Strong analytical and problem-solving skills.
• Ability to understand and apply technical learning quickly.
• Willingness to assume greater responsibility

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

COVID-19 Considerations:

Vaccination required.

Masks are required to enter the office. Extra screening, sanitation and disinfecting procedures are in place.

Work Hybrid:

This role is a hybrid position, working in the office and remote.

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.

About Us

Infosys BPM, the business process management subsidiary of Infosys (NYSE: INFY), provides end-to-end transformative services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 32 delivery centers in 16 countries spread across 6 continents, with more than 38000 employees from over 80 nationalities, as of Nov 2019.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin'

• Temporarily due to COVID-19

Job Type: Full-time

Salary: $19.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Multiple Locations

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