Customer Service Analyst - Retirement Solutions

Customer Service Analyst

Skill required: Retirement Solutions - Data Entry Services
Designation: Customer Service Analyst
Qualifications:Any Graduation
Years of Experience:5 to 7 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? SPD & Adoption Agreement Management: Draft, review, and issue Summary Plan Descriptions (SPDs) and Adoption Agreements for new and existing DB and DC plans. Prepare standard, custom, and client-specific SPD wording approved by the Underwriting Committee. Coordinate with field teams to confirm client requirements, exclusions, and plan design details. Ensure finalized adoption agreements are signed, returned, and completed via e-signature where required. Document Preparation & Issuance: Prepare and issue Group Annuity Contracts, Certificates, riders, Important Notices, and State Notices. Draft and issue contract and certificate requested by employers or required due to regulatory or policy changes. Handle triggerless riders such as name changes and bulk transfers. Deliver SPDs digitally and coordinate document publication with field officers. Quality Control & Compliance: Perform quality control checks throughout the document issuance lifecycle to ensure accuracy, completeness, and regulatory compliance. Conduct QC reviews of Group Annuity Contracts, Certificates, and Riders prior to release. Ensure documents comply with applicable laws, regulations, and internal issuance standards. Systems, Publishing & Document Management: Upload and index signed adoption agreements, plan documents, SPDs, and supporting materials into OnBase in accordance with Document Issuance procedures. Import applications, contracts, SPDs, and related correspondence into administrative systems or prepare hardcopy files for imaging. Enable client access, e-signature, and secure document sharing. Generate contracts, certificates, and reports using relevant tools. Client, Field & Internal Support: Provide copies of plan documents from employer files to clients and internal departments upon request. Handle requests for specimen group annuity contracts and copies of issued contracts and certificates. Support Underwriting and Employer Records teams on special projects and initiatives. Reporting, Training & Controls: Prepare and deliver management reports, including monthly statistics. Perform ongoing quality checks and adhere to defined issuance controls. Provide training and knowledge sharing support to unit staff as required.
What are we looking for? In-depth experience in Group Document Issuance for DB/DC retirement plans, with hands-on expertise in drafting, reviewing, issuing, and maintaining plan documents. Proven ability to ensure regulatory compliance, quality accuracy, system publishing, and timely delivery through effective coordination with field teams and internal stakeholders. Mandatory experience in 401(k) and/or 403(b) plan administration Excellent verbal and written communication skills; Inbound and Outbound voice support experience required
Roles and Responsibilities: SPD & Adoption Agreement Management: Draft, review, and issue Summary Plan Descriptions (SPDs) and Adoption Agreements for new and existing DB and DC plans. Prepare standard, custom, and client-specific SPD wording approved by the Underwriting Committee. Coordinate with field teams to confirm client requirements, exclusions, and plan design details. Ensure finalized adoption agreements are signed, returned, and completed via e-signature where required. Document Preparation & Issuance: Prepare and issue Group Annuity Contracts, Certificates, riders, Important Notices, and State Notices. Draft and issue contract and certificate requested by employers or required due to regulatory or policy changes. Handle triggerless riders such as name changes and bulk transfers. Deliver SPDs digitally and coordinate document publication with field officers. Quality Control & Compliance: Perform quality control checks throughout the document issuance lifecycle to ensure accuracy, completeness, and regulatory compliance. Conduct QC reviews of Group Annuity Contracts, Certificates, and Riders prior to release. Ensure documents comply with applicable laws, regulations, and internal issuance standards. Systems, Publishing & Document Management: Upload and index signed adoption agreements, plan documents, SPDs, and supporting materials into OnBase in accordance with Document Issuance procedures. Import applications, contracts, SPDs, and related correspondence into administrative systems or prepare hardcopy files for imaging. Enable client access, e-signature, and secure document sharing. Generate contracts, certificates, and reports using relevant tools. Client, Field & Internal Support: Provide copies of plan documents from employer files to clients and internal departments upon request. Handle requests for specimen group annuity contracts and copies of issued contracts and certificates. Support Underwriting and Employer Records teams on special projects and initiatives. Reporting, Training & Controls: Prepare and deliver management reports, including monthly statistics. Perform ongoing quality checks and adhere to defined issuance controls. Provide training and knowledge sharing support to unit staff as required.