Customer Service Associate

8102 ASOL-Mumbai STPI Company; Mumbai; On-site; INR 300,000 - 450,000; Full time

Job summary

Accenture is seeking a Customer Service Associate to support retirement solutions projects in India. You will learn the US retirement services processes (401K and 403B) and perform tasks as per standard operating procedures.

The role emphasizes confidentiality, timely delivery, and high accuracy while collaborating with US partners and client support teams; you will respond to queries and maintain documentation.

Qualifications

• US retirement services domain understanding and basic knowledge of 401K/403B.
• Strong written and verbal communication; ability to handle confidential information.
• Willingness to learn and follow defined SOPs and processes.

Responsibilities

• Adhere to NDA and protect client information.
• Follow client policies and regulatory requirements; escalate issues as needed.
• Respond to queries from Business Partners and Client Support with quick turnaround.
• Ensure quality control standards are followed.
• Complete tasks within set timeframes and deliverables.
• Collaborate with US partners and document tasks in SOPs.
• Participate in process improvements and automation initiatives.

Skills

Communication skills

Attention to detail

Analytical

Education

Any Graduation

Tools

MS Office

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 About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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