Senior Customer Service Analyst - Retirement Solutions

Customer Service Senior Analyst

Skill required: Retirement Solutions - Data Entry Services
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:8 to 10 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? Dedicated ownership of reporting activities including creation, QC checks, and maintenance of reports. Prepare complete plan audit packages, including financial schedules and draft Form 5500 (bulk balancing). Ensure accurate carry-forward of plan codes, signatures, and compliance details as per documented procedures. Support DOL, IRS, and plan audits by gathering required documentation (withdrawals, contributions, earnings, forfeitures, etc.). File Form 5558 extensions within regulatory timelines. Research and resolve issues related to Form 5500, compliance testing, and audits. Support plan terminations and draft final Form 5500 filings. Support contract terminations and deliver final reports. Coordinate with auditors, plan sponsors, and third parties via email and phone. Manage and coordinate plan aggregation processes. Assist plan sponsors with Form 5500, compliance testing, and audit-related requests. Triage communications between internal regulatory services, compliance teams, sales, CRM teams, and clients. Maintain and update Salesforce records, workflows, and case documentation Establish and maintain strong controls, metrics, and quality checks to manage exceptions, reduce operational risk, and improve processing efficiency. Lead continuous improvement initiatives, process standardization, and automation efforts to enhance service delivery and operational resilience. Perform quality monitoring through quality checks, audits, and reporting to ensure accuracy and compliance. Provide escalation management and voice/email support with professionalism, clarity, and sound judgment.
What are we looking for? Functional expertise in U.S. retirement plans, including both Defined Contribution (DC) and Defined Benefit (DB) schemes, with a strong focus on managing plan and Plan -level services and operations. Strong working knowledge of Form 5500, Form 5558, DOL & IRS regulations. Experience in plan audits and bulk balancing. Hands-on experience in preparing audit packages and financial schedules. Supporting plan terminations and preparing final 5500. Experience in handling auditor requests and regulatory documentation. Exposure to Salesforce workflow/case management. Ability to manage multiple plans and meet strict regulatory deadlines. Skilled in opt-out tracking, vendor data exchange, quality checks/audits, reporting, and effective cross-functional communication with strong prioritization and follow-up capabilities. Subject Matter Expert/ Trainer with 5+ years of experience in remote transitions, developing quality checklists, performing RCA, and developing action plans to improve quality performance. Mandatory experience in 401(k), IRA and/or 403(b) plan administration Excellent verbal and written communication skills; Inbound and Outbound voice support experience required
Roles and Responsibilities: Dedicated ownership of reporting activities including creation, QC checks, and maintenance of reports. Prepare complete plan audit packages, including financial schedules and draft Form 5500 (bulk balancing). Ensure accurate carry-forward of plan codes, signatures, and compliance details as per documented procedures. Support DOL, IRS, and plan audits by gathering required documentation (withdrawals, contributions, earnings, forfeitures, etc.). File Form 5558 extensions within regulatory timelines. Research and resolve issues related to Form 5500, compliance testing, and audits. Support plan terminations and draft final Form 5500 filings. Support contract terminations and deliver final reports. Coordinate with auditors, plan sponsors, and third parties via email and phone. Manage and coordinate plan aggregation processes. Assist plan sponsors with Form 5500, compliance testing, and audit-related requests. Triage communications between internal regulatory services, compliance teams, sales, CRM teams, and clients. Maintain and update Salesforce records, workflows, and case documentation Establish and maintain strong controls, metrics, and quality checks to manage exceptions, reduce operational risk, and improve processing efficiency. Lead continuous improvement initiatives, process standardization, and automation efforts to enhance service delivery and operational resilience. Perform quality monitoring through quality checks, audits, and reporting to ensure accuracy and compliance. Provide escalation management and voice/email support with professionalism, clarity, and sound judgment.