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Customer Service Analyst @ Accenture

Home > Customer Success, Service & Operations - Other

 Customer Service Analyst

Job Description

Skill required: Retirement Solutions - Data Entry ServicesDesignation: Customer Service AnalystQualifications:Any Graduation Years of Experience:3 to 5 years What would you do?
  • Execute DOL, IRS, and plan audit support activities by gathering and submitting required documentation related to participant withdrawals, contributions, investment earnings, forfeitures, Form 5500 filings, and plan or contract terminations.
  • Review, cleanse, and validate census data (system- and spreadsheet-based); coordinate testing schedules and share clean data with vendors for compliance testing (e.g., ADP/ACP).
  • Prepare, review, and support Form 5500 filings, including analysis, edits, issue research, and processing of extension filings (Form 5558).
  • Perform financial and non-financial corrections, including transaction reversals, forfeiture restorations, and corrections to contributions, distributions, loans, and investment allocations.
  • Execute end-to-end transaction processing across Individual Products - contracts, distributions (RMDs, withdrawals, ann
  • Maintain accurate records and workflow continuity by performing system updates, OnBase indexing, batch commitments, remittance reconciliation, and daily monitoring of unallocated funds.
  • Process payments, tax reporting, death claims, stop/reissue requests, and money-out reconciliations while ensuring accuracy, timeliness, and compliance with procedures.
  • Identify and resolve Not In Good Order (NIGO) cases and exceptions by following documented workflows, minimizing processing delays, and adhering to quality and SLA standards.
  • Execute individual, bulk, and multi-employer plan (MEP) data corrections across retirement plan systems with accuracy and timeliness.
  • Process participant data updates, including SSN changes, beneficiary elections, allocation adjustments, and service date corrections, ensuring proper documentation.
  • oRetirement Plan Fundamentals - RPFoQualified 401(k) Administrator - QKAoQualified 401(k) Consultant- QKC
  • Project Management Certification - Preferred
  • Review and process Qualified Domestic Relations Orders (QDROs) in line with plan provisions and regulatory requirements; coordinate documentation with legal teams, plan sponsors, and participants.
  • Maintain and reconcile payment and remittance logs across CRMs and plan sponsor clients by reviewing outstanding items, following up with clients, and ensuring accurate closure of remittances, terminations, and billing issues.
  • Coordinate with plan sponsors, payroll integration teams, CRMs, and third parties via email and outbound calls to resolve data validation errors, payroll remittance discrepancies, and work order requirements within defined SLAs.
  • Support deposit and loan administration activities by investWhat are we looking for?
     3-5 years of functional expertise in US Retirement Plansincluding both Defined Contribution (DC) and Defined Benefit (DB) schemes, with a strong focus on managing plan-level services and operations.
  • Comprehensive understanding of compliance testing / reporting and regulatory frameworks, including ERISA, IRS, and Department of Labor (DOL) guidelines and Individual Product Support.
  • Expertise in managing and executing Client Support Services, Data Corrections (Group enrollment/IRA/ Individual Enrollment) and QDRO processing for 401(k) and 403(b) retirement plans.
  • NIGO (Not-In-Good-Order) processing:identifying, resolving, and preventing transaction errors and outreach to the client/TPA.
  • Hands on with developing process documentation (SOP) , capturing exceptions, process flow, process maps and NIGO rules
  • Subject Matter Expert/ Trainer with 2+ years of experience in remote transitions, developing quality checklists, performing RCA, and developing action plans to improve quality performance.
  • Mandatory experience in 401(k) and/or 403(b) plan administration, including day-to-day operations, compliance, and client servicing.
  • Excellent verbal and written communication skills; Inbound and Outbound voice support experience req
  • Support deposit and loan administration activities by investigating remittance mismatches, responding to Deposit Administration queries, and reconciling loan repayment issues to enable timely and accurate processing.
  • Perform quality checks, audits, and reporting activities, including billing log reviews and audit sample collection for Form 5500, ensuring compliance with internal controls and regulatory requirements.
  • Validate data correction requests for completeness and accuracy; maintain logs, documentation, and audit trails.
  • Ensure all transactions and corrections comply with ERISA, IRS, and DOL guidelines.
  • Investigate and resolve Not-In-Good-Order (NIGO) transactions, providing timely updates to stakeholders.
  • Perform quality checks on plan data and configurations to identify discrepancies or risks and escalate as required.
  • Handle inbound and outbound communications with clients, third-party administrators, and internal partners, delivering clear, professional, and client-focused support.
  • Handle inbound and outbound calls with clients, third-party administrators, and internal partners to address inquiries and provide updates. Roles and Responsibilities:
  • In this role you are required to do analysis and solving of lower-complexity problems
  • Your day to day interaction is with peers within Accenture before updating supervisors
  • In this role you may have limited exposure with clients and/or Accenture management
  • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments
  • The decisions you make impact your own work and may impact the work of others
  • You will be an individual contributor as a part of a team, with a focused scope of work
  • Please note that this role may require you to work in rotational shiftsQualification Any Graduation

    • Job Classification

    Industry: IT Services & Consulting
    Functional Area / Department: Customer Success, Service & Operations
    Role Category: Customer Success, Service & Operations - Other
    Role: Customer Service
    Employement Type: Full time

    Contact Details:

    Company: Accenture
    Location(s): Bengaluru

    + View Contact

    Keyskills:   customer service transaction processing project management outbound calls client servicing sla subject matter expert research process documentation compliance trainer voice support legal compliance testing payroll data entry

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    Accenture

    Interested Candidates Can call/ WhatsApp on HR Divya 7891345489

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