Customer Service Analyst

Accenture PLC; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Accenture PLC in Pune, India seeks a Customer Service Analyst for Retirement Solutions - CRM. The role requires 3 to 5 years of experience, and responsibilities include client service, data handling, and plan-related support within a Retirement services team.

The position involves working US shifts, strong English communication, and data accuracy, with a focus on service excellence and process optimization.

Qualifications

• Experience in US retirement industry.
• Flex to work in US shifts across time zones.
• Good verbal & written communication skills in English.
• Good typing skill and attention to detail.

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 online remittance, file exchange, plan documents and design support.
• Builds institutional knowledge and relationships while enhancing understanding of Accenture's services and products.
• Submits and tracks service request work items in partnership with business partners.
• Assist Client Facing personnel on middle office and back-office activities.
• Support Plan Sponsors and Administrators on plan level activities including contributions, withdrawals & distributions, loans, reporting & recordkeeping system updates.
• Support clients in correction of plan participant data issues.
• Coordinate between client facing and operations to resolve client issues escalations.

Education

Any Graduation

Job description

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.Visit us at www.accenture.com

What would you do?

• 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.
• You would be part of Retirement services team, Experience in the US retirement industry specifically 401k , 403B, Moneyout, Lumpsum, Defined contribution, Client Service Management, Plan document, Plan Implementation
• Process of inputting, updating, or managing information in various digital formats. This includes tasks such as typing data into spreadsheets or databases, verifying accuracy, and ensuring that information is organized and accessible. Data entry services are often outsourced to specialized providers for efficiency and accuracy in handling large volumes of data.

What are we looking for?

• 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.

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 TIAA services and products.
• Submits and tracks service request work items appropriately in partnership with business partners.
• 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.
• Any Graduation

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