Customer Service Analyst

Skill required: Retirement Solutions - Retirement Planning Services
Designation: Customer Service Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 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 699,000 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? • Flawless configuration of plan setup, Payroll file review and plan maintenance • Oversees and leads the implementation of all complex, sensitive Third-Party Administrators, Retirement Plan Administration and bundled new business/conversion plans. • Excellent communication skills and ability to interact with all levels of end users, technical resources, advisory, plan sponsors, administrators, prior record keepers and funding providers to coordinate all activities within the new business/conversion experience. • Coaching and mentoring others to draw out their skills and expertise Retirement solution is a comprehensive process to understand how much money you will need when you retire. Retirement solution also helps you identify the best Covers the full range of services needed throughout a plans life, including plan development & enhancement, sales & marketing, plan sponsor/institutional client onboarding/management, participant enrollment/management, sponsor and member servicing & reporting. Their products consist of individual retirement accounts (Roth IRA), college savings accounts, guaranteed investment contracts, fixed & variable deferred annuities (qualified & non qualified), as well as corporate retirement funds.
What are we looking for? • 3+ years of experience in US Retirement Services domain – managing services for Defined Contribution plans • Minimum 3+ years of experience in managing all aspects of the Payroll Maintenance deliverables and the new business/conversion process with Internal new business/Conversion teams, Sales and Administrators to ensure a successful conversion for Defined Contribution plans (Preferably 403(b)). • Strong project management skills. • Strong knowledge of Defined Contribution plans – 401(k), 403(b), 457, etc. • Well versed with retirement plan funding platforms and ERISA fundamentals and concepts (eligibility, vesting, Enrollment) • Working knowledge of Microsoft Access, SQL and other ETL tools is required. Ability to manage large data sets (census files, financial/payroll files) for Defined Contribution plans – 401(k), 403(b), 457 • Proficient in MS Office applications – Word, Excel & PowerPoint • Excellent written, verbal and presentation skills (internal and external presentations) • ASPPA certified o Retirement Plan Fundamentals - RPF o Qualified 401(k) Administrator - QKA o Qualified 401(k) Consultant- QKC • Project Management Certification o PMP
Roles and Responsibilities: •• Flawless configuration of plan setup, Payroll file review and plan maintenance • Oversees and leads the implementation of all complex, sensitive Third-Party Administrators, Retirement Plan Administration and bundled new business/conversion plans. • Excellent communication skills and ability to interact with all levels of end users, technical resources, advisory, plan sponsors, administrators, prior record keepers and funding providers to coordinate all activities within the new business/conversion experience. • Coaching and mentoring others to draw out their skills and expertise • Decisive, creative, and adaptable, with experience developing and executing solutions for clients while balancing business goals and priorities • Work closely with the assigned Relationship Manager, ongoing Account Manager and various internal business partners to ensure a smooth transition at the end of the project. • Monitoring and reporting on project status. Also, identify and lead quality improvement initiatives and other special projects for the team • Maintaining knowledge of ERISA, IRS and DOL regulations and understanding the impact of pending legislation. • Leading multiple projects and prioritizing workload based on urgency, importance, client expectations and business needs, delegating decision-making to team members as appropriate • Developing project timelines and ensuring that project team members complete requirements on time, while anticipating challenges and formulating solutions before the project is adversely impacted • Provide consultative solutions for Client’s Retirement Services best practices and ensure details are understood so that our administrative processes and system(s) are established correctly to include but not limited to plan design details that affect pricing, eligibility, data exchanges, contracts, and transactional processing. • Support RFP process for new business to identify potential solutions based on Implementations Service model and scope. Perform root cause analysis and resolution to complex problems. • Conduct lessons learned at the end of each implementation phase for continuous improvement purposes. • Research, analyze and recommend Payroll data conversion strategies for complex retirement plans, analyze client data in the format it is received, identify data deficiencies, define remediation of deficiencies, and construct a statement of work that properly outlines the payroll process to reformat into data requirements.