Customer Service Associate

Job Title: Customer Service Associate

Company: Accenture

About the Role

• Trainee Analysts will be placed in retirement services processes within TIAA Client Services.
• Expected to learn and perform relevant functions and activities as per standard operating procedures.
• Processes are rule-based, with exceptions requiring assistance from process owners or leads.
• Processes support middle office and/or back-office operations for the TIAA business in the United States.
• TIAA India Client Services supports the Retail and Institutional business.

Key Responsibilities

• Complete all allocated tasks within the stipulated timeframe.
• Maintain quality and meet all desired deliverables.
• Maintain 100% quality and meet all desired deliverables.
• Have a strong eye for detail and good understanding of the documentation process.
• Update and maintain process task sheet documentation for own tasks.
• Complete workflow tasks and upload final artifacts for audit.
• Take active participation in process improvements and automation.
• Identify potential areas that require additional controls.
• Proactively offer solutions to improve the project and client experience related to data, data feeds, and related processes.
• Execute work with flawless accuracy, review own work, and minimize rework.
• Ensure all required SLAs are met and propose solutions to improve them where necessary.
• Strict adherence to non-disclosure of client information by preserving client confidentiality.
• Comply with all client policies, procedures, and Federal, State, Local regulations, and escalate issues to management.
• Research queries/requests sent by Business Partners/Client Support Teams and reply within a minimum response time.
• Ensure that all set Quality Control standards are adhered to.

Requirements & Tech Stack

• Primary skill: Customer Relationship Management (CRM) - P5
• Secondary skill: Data Entry Services - P1
• Broad understanding of the US retirement services domain (401K & 403B).
• Key features of Defined Contribution and Defined Benefits operations.
• Understanding of US Retirement Services domain.
• Understanding of Defined Contributions and 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.
• Good judgment and 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 with the ability to work as part of a team and collaborate with peers and US business partners.
• Review and updates plan configuration fields.
• Good Attention to detail.

Qualifications

• Any Graduation.