Customer Service Associate

Customer Service Associate

The Client Services Manager I (CSM I) 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. Key responsibilities and duties include:

• 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 TIAA services and products.

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

Must have/minimum requirements:

• US Retirement Services domain – Defined Contributions - Institutional Services
• Experience in US Monetary Process (Contributions, Distributions, Refunds, Forfeitures, Loans, Adjustments etc.)
• 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)

What are we looking for?

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 contribution services, withdrawals & distributions, loans, reporting & Recordkeeping system updates, involuntary distributions and lost earnings calculations. 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.

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.
• Good verbal & written communication skills in English
• Good typing skill and attention to detail.
• Good working knowledge of MS Excel.
• Good time management skills.
• Ability to work independently.

Roles and Responsibilities:

• Work Experience: 3+ Years Preferred Any Graduation

About Accenture

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