Customer Service Associate

Accenture PLC; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Accenture PLC in Mumbai is hiring for a Customer Service Associate to support US retirement services processes (401K & 403B) as part of TIAA India Client Services. You will learn and perform tasks per SOPs within back-office like environments.

Role emphasizes accuracy, confidentiality, documentation, and timely delivery. You will work with process owners and US partners, handling inquiries, adhering to client policies, and contributing to quality and efficiency.

Qualifications

• Strong math and analytical skills.
• Excellent verbal and written communication.
• Good time management and attention to detail.
• Ability to work independently under pressure.
• Maintain confidentiality and follow SOPs.

Responsibilities

• Adhere to client confidentiality and comply with policies and regulations.
• Research queries from Business Partners and respond promptly.
• Ensure quality controls and timely task completion.
• Maintain documentation and SOPs as directed by process leads.
• Collaborate with peers and US business partners to complete workflows.
• Participate in process improvements and identify control gaps.
• Deliver final artifacts for audit and meet SLAs.

Skills

Math skills

Analytical thinking

Verbal communication

Written communication

Attention to detail

Time management

Judgement and initiative

Confidentiality

Education

Graduation

Job description

Skill required:

Retirement Solutions - Customer Relationship Management (CRM)

Designation:

Customer Service Associate

Qualifications:

Any Graduation

Years of Experience:

1 to 3 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?

• This role will require a broad understanding of the US retirement services domain (401K & 403B) and key features of Defined Contribution and Defined Benefits operations. Trainee Analysts will be placed in any of the retirement services processes within TIAA Client Services and will be expected to learn and perform the relevant function and its activities as per standard operating procedures.
• The processes are rule based, and any exception would have to be performed with the help of the process owners leads. These processes are extensions of those which support the middle office and or back-office operations for the larger TIAA business in the United States of America. TIAA India Client Services supports the Retail & Institutional business;
• Responsible for completing all allocated tasks within the stipulated timeframe.
• Maintain quality and meet all desired deliverables
• Have a strong eye for detail and good understanding of the documentation process
• Standardized process documents (SOPs) where necessary, based on the guidance from process leads US business partners.
• Updating and maintaining process task sheet documentation for tasks

What are we looking for?

• "US Retirement Services domain Defined Contributions Institutional Services
• Understanding of US 401K and 403B business
• Strong math and analytical skills
• Excellent verbal and written communication skills.
• Sharp sense of urgency when needed
• Shows good judgment and take initiative to accomplish tasks
• Maintains confidentiality
• Works independently
• Ability to make decisions and solve problems while working under pressure
• Time management & Attention to Detail

Roles and Responsibilities:

• "Strict adherence to non disclosure of client information by preserving client confidentiality.
• Comply with all client policies procedures and Federal State Local regulations and escalates issues to the management.
• Research on any queries requests sent by the Business Partners Client Support Teams and replying the same with minimum response time.
• Ensure Quality Control standards that have been set are adhered to.
• Responsible for completing all allocated tasks within the stipulated timeframe.
• Maintain quality and meet all desired deliverables
• Have a strong eye for detail and good understanding of the documentation process
• Standardized process documents SOPs where necessary based on the guidance from process leads US business partners.
• Updating and maintaining process task sheet documentation for his her own tasks
• Be a thorough team player with ability to work as part of a team collaborate with peers and US business partners
• Complete workflow eg Unified Workflow tasks and upload final artifacts for audit.
• Taking active participation in process improvements and automation.
• Identify potential areas that require additional controls
• Proactively offers solutions to improve the project and the clients experience as it pertains to data data feeds and related processes.
• Quality Execute work with flawless accuracy review own work and minimize rework as much as possible.
• SLA Ensures that all the required SLA agreed upon are met and plan propose solutions wherever it necessary to improve them

Any Graduation

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