Customer Service Analyst

Overview

Customer Service Analyst in the Retirement Solutions data entry services team, processing US retirement participant transactions and supporting plan operations.

What you'll do

• Process monetary and non-monetary transactions for assigned clients and transactions, ensuring accuracy.
• Complete assigned items in a timely fashion.
• Maintain strict non-disclosure of client information and preserve client confidentiality.
• Comply with client policies, procedures, and Federal/State/Local regulations, and escalate issues to management.
• Research queries and requests sent by Business Partners and Client Support Teams and reply within the stipulated time.
• Identify and help drive process improvements and automation opportunities.
• Ensure Quality Control standards are adhered to.
• Identify and prioritize transactions (high value, aging, etc.) with excellent organizational skills.
• Complete assigned responsibilities and projects within timelines alongside daily BAU work.

What you'll need

• Any graduation (mandatory), preferably from a commerce background.
• 4+ years of experience in US Retirement Services, defined contributions, managing participant-level services.
• Experience in exception processing and processing of distributions, including recurring payments (Minimum Distribution Options, RMD, Lifetime Income, etc.), internal/external transfers, and IRA contributions for pension plans, IRAs, and personal annuities.
• Experience in the US retirement industry, specifically 401k, 403B, Moneyout, Lumpsum, Defined contribution, Client Service Management, Plan document, and Plan Implementation.
• Ability to handle disputes.
• Ability to meet deadlines and perform under pressure.
• Problem-solving skills.
• Good written and verbal communication skills in English.
• Good typing skill and attention to detail.
• Good time management skills.
• Ability to work independently.
• English (domestic) language ability at intermediate level.

Nice to have

• Experience using Omni or any other Record Keeping platform.

Details

• Location: Bengaluru.
• Night shifts based on business requirements.