Customer Service Analyst

Skill required: Retirement Solutions - Data Entry Services

Designation: Customer Service Analyst

Qualifications:Any Graduation

Years of Experience:5 to 7 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 784,000 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 Plan Enrollment & System Setup

• Oversee enrollment of finalized retirement plans into OMNI system.
• Ensure accurate setup of employer-level records following plan finalization.
• Build plans with current provisions, including special enrollments.
• Govern verification and completeness of group enrollments and amendments prior to system activation. Employer Records (ER) Management
• Manage ER records post bifurcation from Participant (PPT) transactions.
• Ensure timely and accurate updates to employer-level plan data.
• Oversee adjustments and updates within OMNI and correlated systems.
• Ensure proper handling of complex fee structures for Group Annuity plans. System Governance & Controls
• Lead enablement of OMNI functionality, including year-end system resets.
• Ensure system configurations align with approved plan provisions and amendments.
• Govern T-card template updates and ensure accurate system mapping.
• Monitor data integrity, system controls, and operational compliance. Discrepancy Resolution & Remediation
• Identify discrepancies within employer records and system data.
• Develop remediation plans and coordinate execution with cross-functional teams.
• Drive resolution of manual exceptions and system-level issues.
• Conduct Root Cause Analysis (RCA) for recurring discrepancies and implement preventive controls. Stakeholder & Cross-Functional Engagement
• Act as an escalation point for complex employer record issues.
• Partner with Operations, Compliance, IT, and Plan Design teams to ensure seamless plan implementation.
• Support business transitions, system enhancements, and process improvement initiatives. Quality, Reporting & Performance Oversight
• Monitor SLA adherence, TAT, quality metrics, and exception trends.
• Ensure audit readiness and compliance with regulatory and internal standards.
• Support leadership reporting and performance dashboard preparation.
• Drive continuous improvement initiatives across Employer Records processes. What are we looking for Functional expertise in U.S. retirement plans, including both Defined Contribution (DC) and Defined Benefit (DB) schemes, with a strong focus on managing plan and Plan -level services and operations. Hands-on experience in plan enrollment, employer record maintenance, and system updates within OMNI or similar retirement recordkeeping platforms. Strong understanding of Employer (ER) vs Participant (PPT) transaction bifurcation, with responsibility limited to ER records. Experience processing plan amendments, system updates, and employer-level data changes. Strong working knowledge of OMNI or similar retirement recordkeeping systems. Understanding plan enrollment, amendments, and employer-level system updates. Basic understanding of group annuity fee structures. Exposure to verification and completeness checks for group enrollments and amendments. Knowledge of complex fee structures related to Group Annuity plans. Experience identifying discrepancies, performing manual corrections, and coordinating remediation with cross-functional teams. Understanding of year-end system resets and OMNI functionality enablement. Mandatory experience in 401(k) and/or 403(b) plan administration. Strong attention to detail and ability to work in a high-volume, deadline-driven environment. Excellent verbal and written communication skills; Inbound and Outbound voice support experience required Roles and Responsibilities: Plan Enrollment & System Setup
• Oversee enrollment of finalized retirement plans into OMNI system.
• Ensure accurate setup of employer-level records following plan finalization.
• Build plans with current provisions, including special enrollments.
• Govern verification and completeness of group enrollments and amendments prior to system activation. Employer Records (ER) Management
• Manage ER records post bifurcation from Participant (PPT) transactions.
• Ensure timely and accurate updates to employer-level plan data.
• Oversee adjustments and updates within OMNI and correlated systems.
• Ensure proper handling of complex fee structures for Group Annuity plans. System Governance & Controls
• Lead enablement of OMNI functionality, including year-end system resets.
• Ensure system configurations align with approved plan provisions and amendments.
• Govern T-card template updates and ensure accurate system mapping.
• Monitor data integrity, system controls, and operational compliance. Discrepancy Resolution & Remediation
• Identify discrepancies within employer records and system data.
• Develop remediation plans and coordinate execution with cross-functional teams.
• Drive resolution of manual exceptions and system-level issues.
• Conduct Root Cause Analysis (RCA) for recurring discrepancies and implement preventive controls. Stakeholder & Cross-Functional Engagement
• Act as an escalation point for complex employer record issues.
• Partner with Operations, Compliance, IT, and Plan Design teams to ensure seamless plan implementation.
• Support business transitions, system enhancements, and process improvement initiatives. Quality, Reporting & Performance Oversight
• Monitor SLA adherence, TAT, quality metrics, and exception trends.
• Ensure audit readiness and compliance with regulatory and internal standards.
• Support leadership reporting and performance dashboard preparation.
• Drive continuous improvement initiatives across Employer Records processes.