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Customer Service Specialist

Customer Service Specialist

Accenture

7 - 11 years

3 - 7 Lacs

bengaluru

Posted:1 hour ago| Platform:

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Skills Required

customer service loans process improvement subject matter expert cloud underwriting automation process documentation operations stakeholder management compliance quality assurance quality improvement onboarding coaching data entry

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role

Skill required: Retirement Solutions - Data Entry Services

Designation: Customer Service Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 years

What would you do? Team specifies in handling complex adjustments and corrections within retirement accounts. Responsible for individual-level adjustments due to institutional, individual, or TIAA errors. This includes lost earnings calculations, complex refunds, distribution and loan corrections, and fund adjustments.Bulk Complex Adjustments & Corrections (CAC Bulk):Focused on plan-level adjustments, handling bulk corrections for contributions, data updates, contract deletions, and fund modifications through an underwriting process.NANA

What are we looking for?

12–13 years of experience in operations with at least 6+ years in US Retirement Plans (401(k), 403(b)).

Strong operational background in exception handling, audit support, workflow coordination within internal and external teams.

Graduate (mandatory), preferably from a commerce background.

Flexible working in US Shifts (Across time zones based on business requirement) is a must.

Advanced skills in MS office.

Strong knowledge of retirement plan regulations (IRS, ERISA, DOL) and industry standards.

Experience in managing teams (2+ years as a Team Lead) and delivering results in a high-volume back-office operations environment.

Proven leadership, problem-solving, and stakeholder management skills.

Excellent communication, analytical, and organizational abilities.

Experience in process transition, standardization, and quality improvement initiatives is a plus.

Proficiency in retirement systems/tools such as Omni.

Roles and Responsibilities:

Lead and supervise a team responsible for end-to-end processing and servicing of US retirement plans (401(k) & 403(b)).

Ensure accurate and timely processing of contributions, loans, distributions, rollovers, and other participant transactions.

Manage daily workflow and ensure all SLAs and KPIs are met or exceeded.

Serve as a subject matter expert (SME) on complex retirement plan rules, IRS guidelines, ERISA, and compliance standards.

Collaborate with cross-functional teams including client services, quality assurance, training, and technology support.

Drive continuous process improvement and operational efficiency through automation, and best practices.

Mentor and develop team members by providing coaching, performance feedback, and career development.

Handle escalations and client issues with prompt resolution and professionalism.

Maintain up-to-date process documentation, SOPs, and audit readiness.

Conduct regular performance reviews, team meetings, and training sessions.

Partner with transition and migration teams for onboarding new clients or processes (if applicable).
Qualification Any Graduation

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Customer Service Specialist