Job Description:
Job Title: Senior Process Specialist
The Purpose of This Role
Under general supervision, the associate will be responsible for accurate and timely processing of pension calculations of Low to High complexity in a multi-client environment. Associate must understand fidelity systems, learn and process financial transactions on respective client database. They should also work closely with upstream and downstream processes for the overall service to the end client / participant.
The Value You Deliver
Pension calculation based on customer request received through Customer Service Group or online request.
- Process various types of pension benefit requests like estimates, termination benefits and final benefits.
- Benefit calculation should be performed by referring to the plan guidelines for respective clients.
- Identifying the calculation related system issues and fixing the same within the defined timeliness and accuracy standards.
- Provide support to internal client focusing teams (Issue Resolution, Audit & Control, Client Service Manager’s etc.)
- Work towards building functional knowledge and serving as the subject matter expert on assigned clients
- High quality of work with strong customer orientation.
- Ensure timely completion of transaction based on the turnaround agreed on the request type
- Ensure accurate and timely processing of work items
- Contribute to the team environment and overall effective services provided to Fidelity’s client base
- Take initiative to undergo training to enhance their individual job performance
- Validating and provide inputs to update User Procedure Documentation (UPD)
- Provide back-up coverage for other transaction processors, as needed
The Skills that are Key to this role
Technical / Behavioral
- Excellent verbal and written communication skills required.
- Strong Comprehension skills. Good at interpretation of plan documents.
- Strong Problem-Solving Skills and implementing solutions
- Good at numbers (numerical ability)
- Logical reasoning and Analytical thinking
- Service mind set – Customer or Participant focus
- Strong PC Software skills (i.e., Excel, Outlook, and Word)
- Strong interpersonal skills and attention to detail
- Ability to learn and adapt to changes and new processes
- Motivated and committed to excellence; positive attitude and “can do” work ethic.
The Skills that are Good to Have for this role
- Adapt to change
- Be flexible with workload and accommodate client needs
- Willingness to work in “Shifts”
- Work in a team environment
How Your Work Impacts the Organization
Contact
Purpose
Frequency
Client Service Manager
Assists with Client Issues/Inquiries specific to calculations
Daily
Operations Deliver Leader
Assists with Client Issues/Inquiries specific to calculations
Daily
Employee Resolution
Assists with Client Issues/Inquiries specific to calculations
Daily
Onshore Calculation Team
Uses subject matter expertise in training offshore associates and provide resolution
As needed
Retirement Initiation
Assists with inquiries; Identifies gaps in processes and works with team to resolve them
Daily
Disbursements
Assists on making the payments to the customer/participant
Weekly
No direct interaction with customers/participant except the communication provided through letters for customer queries.
The Expertise We’re Looking For
- Bachelor’s Degree (Mathematics, Finance or Business) or equivalent is required
- Actuarial background is preferred
Location: Chennai/ Bengaluru
Shift timings: Flexible