Customer Service Analyst

Overview

Customer Service Analyst in the Retirement Solutions team, supporting institutional clients on day-to-day administrative, operational and record-keeping functions for US retirement plans.

What you'll do

• Service clients, drive best practices, and improve client outcomes through excellent customer service and operational excellence.
• Respond to client service needs and own end-to-end identified tasks through a centralized service model.
• Provide operational and administrative support including online remittance support, file exchange, involuntary distributions, lost earnings calculations, plan document and plan design support, and plan remediations.
• Build institutional knowledge and relationships while enhancing functional understanding of TIAA services and products.
• Submit and track service request work items appropriately in partnership with business partners.
• Assist client-facing personnel on middle-office and back-office activities.
• Support Plan Sponsors and Administrators on plan-level activities including contribution services, withdrawals and distributions, loans, reporting and recordkeeping system updates, involuntary distributions and lost earnings calculations.
• Support clients on research and resolution of benefit service issues such as eligibility services, online salary deferral and enrollments, auto services, and vesting calculations.
• Support plan management activities such as plan document services, plan reporting and audit, adjustments and remediations, participant escalations, and plan focus support.
• Assist clients in correcting plan participant-level data issues.
• Coordinate between client-facing and operations teams to resolve client issues and escalations.
• Perform data entry: input, update and manage information in digital formats, verify accuracy, and keep information organized and accessible.

What you'll need

• Any graduation.
• 3 to 5 years of experience.
• Experience in the US retirement industry.
• Flexibility to work US shifts across time zones based on business requirement.
• Good verbal and written communication skills in English.
• Good typing skill and attention to detail.

Nice to have

• Experience with 401k, 403B, money-out, lump-sum, defined contribution, client service management, plan document and plan implementation.

Details

• Location: Pune.
• US shift and time-zone flexibility required based on business needs.