Customer Service Associate - US Retirement Solutions

Customer Service Associate

Skill required: Retirement Solutions - Data Entry Services
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; hence the Trainee role is extremely important as it can impact the services provided by TIAA to its Clients and among others. Responsible for completing all allocated tasks within the stipulated timeframe. Maintain 100% quality and meet all desired deliverables Have a strong eye for detail and good understanding of the documentation process Standardized process documents (SOP’s) where necessary, based on the guidance from process leads & US business partners. Updating and maintaining process task sheet/documentation for his/her own 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 MS Excel proficiency. Thorough team player 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) 3+ Years Preferred 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: 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 100% quality and meet all desired deliverables Have a strong eye for detail and good understanding of the documentation process Standardized process documents (SOP’s) 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 (e.g., 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 client’s 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