Customer Service Specialist

As a Customer Service Specialist at Accenture, you will leverage your 7 to 11 years of experience in the US Retirement Services domain, specifically Defined Contributions. Your role will involve managing processes related to Money In, Money Out, or Institutional contributions with a team of 20-30 resources. You will be responsible for overseeing remote transition, handling process reporting metrics such as SLA, TAT, Quality, AHT, NIGO, RCA, and identifying areas for improvement. Your leadership skills will be crucial as you manage and lead a team of operations professionals, assigning work, monitoring progress, providing feedback, coaching, and evaluating performance. Quality review of high dollar Money In Retirement Services Transactions and ensuring compliance with company policies and regulations will also be part of your responsibilities. In addition, you will play a key role in managing customer relations, resolving queries, preparing operational performance reports, and collaborating with other departments for effective integration. Your Bachelor's degree and experience in Retirement Services will be valuable in successfully overseeing operations and leading teams. To excel in this role, you must possess strong leadership skills to motivate and inspire team members, excellent communication skills for presenting complex information, and analytical problem-solving abilities to identify and address operational issues. Your knowledge of operational best practices, including quality control, performance management, and process improvement, will be essential for driving operational excellence. Proficiency in MS Office applications such as Word, Excel, and PowerPoint, along with strong organizational skills to manage multiple projects simultaneously, will be required. Your ability to work both independently and collaboratively within a team environment will contribute to your success in this role.,