Customer Service Analyst

Customer Service Analyst

Skill required: Retirement Solutions - Customer Relationship Management (CRM)

Designation: Customer Service Analyst

Qualifications: Any Graduation

Years of Experience: 3 to 5 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

What would you do?

The Client Relationship Management team is responsible for ensuring institutional client satisfaction across markets by managing specific daily administrative, operational and record keeping functions of institutional clients through tactical day-to-day support for client service and business development.

What are we looking for?

Roles & Responsibilities:

• Assist Client Facing personnel on middle office and back-office activities.
• Support Plan Sponsors and Administrators on plan level activities that include but are not limited to Money In, Money Out, reporting & Recordkeeping system updates, involuntary distributions and lost earnings calculations, QDRO, Data Correction, NIGO Processing
• Support clients on research and resolution of issues related to benefit services like Eligibility Services, Online Salary Deferral & Enrollments, Auto Services, Vesting calculations.
• Support Plan Management activities like Plan Document Services, Plan reporting & audit, Adjustments and remediations, Participant escalations, plan focus support.
• Assist clients in correction of any plan / participant level data issues.
• Co-ordinate between client facing and operations teams to resolve client issues/escalations

Work Experience:

3+ Years Preferred Must have/ minimum requirement.

US Retirement Services domain – Defined Contributions and Defined Benefits

Experience in US Monetary Process (Contributions, Distributions, Refunds, Forfeitures, Loans, Adjustments etc.)

Knowledge and understanding of corporate/group retirement plans (403(b), 401(k) and 457 plans) including: retirement plan design, investment monitoring, plan administration, compliance testing and enhanced understanding of retirement plan rules & regulations.

US Retirement Middle Office / Plan Level documentation knowledge preferred in addition to experience in participant services.

Knowledge of handling Participant Census data.

Review and updates plan configuration fields.

Good Attention to detail with research and timely resolution ability.

Ability to work in centers of excellence model.

Excellent written communication skills

ASPPA Certified (Preferred)

CRPS (Preferred)

Excellent verbal and written communication skills; voice support experience required

Skillset:

Graduate (mandatory), preferably from commerce background

Experience in the US retirement industry.

Flexible to work in US Shifts (Across time zones based on business requirement) is a must.

Roles and Responsibilities:

Services clients, drives best practices, and improves client outcomes through excellent customer service and operational excellence.

Respond to client service needs and own end to end identified tasks through a centralized service model.

Provides operational and administrative support including but not limited to online remittance support, file exchange, involuntary distributions, lost earnings calculations, plan document and plan design support, plan remediations.

Builds institutional knowledge and relationships while enhancing functional understanding of recordkeeping services and products.

Submits and tracks service request work items appropriately in partnership with business partners.

Subject Matter Expertise: Guide team members on domain / process aspects.

Perform Root cause analysis on errors/ service issues.

Lead process improvement initiatives and ensure SLA adherence.

Manage team performance and engagement during critical situations.

Maintain strong client relationships and manage daily servicing of group retirement plans.

Maintain compliance calendars and ensure timely execution of annual tasks.

Proactively address client and participant inquiries and service requests.

Conduct plan review meetings with boards, committees, and executives.

Manage pre/post meeting tasks: reports, reviews, amendments, fund changes, and documentation.

Coordinate audit support, Form 5500 filings, and compliance testing with home office.

Support client retention and growth within assigned book of business.

Identify opportunities for service model enhancements and contribution increases.

Collaborate with regional teams to deliver client services effectively.

Partner with Plan Sponsors and Specialists to design participant education campaigns.

Maintain Salesforce records: contact data, plan info, and client tasks.

In this role you are required to do analysis and solving of lower-complexity problems

Your day to day interaction is with peers within Accenture before updating supervisors

In this role you may have limited exposure with clients and/or Accenture management

You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments

The decisions you make impact your own work and may impact the work of others

You will be an individual contributor as a part of a team, with a focused scope of work

Please note that this role may require you to work in rotational shifts