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 Servicing & Transaction Processing • Service retirement plans covering active employees, retirees, and term vested participants. • Process and reconcile transactions for 401(k), FPA, IRA, RIRA, RMD, and AMDO requests using OMNI Pay, MATC, and OMNIDC systems. • Handle QDROs, rollovers (in/out), withdrawals, transfers, loans, and beneficiary settlements (death claims). • Process non-qualified 401(k) and in-plan Roth rollovers. • Create manual tax forms for in-plan Roth rollovers and non-owner FPA withdrawals via MATC portal. • Generate next-day tax statements for processed in-plan Roth rollovers. Death Claims & Beneficiary Management • Set up death claim notifications to Life Claims Department. • Mail out beneficiary letters/forms post Life Claims review and approval. • Ensure accurate settlement and documentation of beneficiary claims. Tax Reporting & Compliance • Perform tax reporting pilots, reconciliation, and corrections where required. • Create and issue tax statements in compliance with regulatory timelines. • Conduct daily fraud transaction reviews for transactions of $10K and above. Enrollment & Maintenance • Manage individual plan enrollments and premium tracking. • Issue transfer letters and process demographic updates. • Update OMNIDC with suspension dates to block online participant transactions when required. • Maintain accurate participant and employer data within systems. Reporting & Controls • Generate and issue 401(k) reports as required. • Ensure accurate reconciliation of transactions across systems. • Adhere to SLAs, quality standards, and compliance requirements. • Support internal audits and peak period processing requirements (Oct–Jan). Communication & Stakeholder Management • Manage participant and stakeholder communication via 800-line, personal lines, Webex chat, emails, and walk-ins. • Coordinate with vendors, internal stakeholders, and external departments. • Provide timely and accurate responses to participant queries.
What are we looking for? Experience in U.S. retirement plan servicing, including Defined Contribution plans (401(k), IRA, RIRA, FPA). Hands-on experience servicing large plan populations (800+ active employees, retirees, and term vested participants). Strong knowledge of OMNIDC, OMNI Pay, and MATC systems or similar retirement administration platforms. Experience processing and reconciling retirement transactions including withdrawals, rollovers, loans, RMDs, transfers, and death claims. Experience handling non-qualified 401(k) and in-plan Roth rollovers, including manual tax form creation in MATC portal. Exposure to tax reporting processes, reconciliation, and correction handling. Experience performing fraud transaction reviews (threshold-based monitoring). Strong understanding of QDROs, rollover in/out, beneficiary settlements, and demographic updates. Ability to manage high-volume communication channels (800-line, personal lines, Webex chat, email boxes, walk-ins). Strong attention to detail and ability to manage peak workload periods (October–January). Excellent verbal and written communication skills; Inbound and Outbound voice support experience required . • Strong working knowledge of OMNIDC, OMNI Pay, MATC, or similar retirement platforms. • Knowledge of tax reporting, Roth rollovers, RMD processing, and fraud review procedures.
Roles and Responsibilities: Plan Servicing & Transaction Processing • Service retirement plans covering active employees, retirees, and term vested participants. • Process and reconcile transactions for 401(k), FPA, IRA, RIRA, RMD, and AMDO requests using OMNI Pay, MATC, and OMNIDC systems. • Handle QDROs, rollovers (in/out), withdrawals, transfers, loans, and beneficiary settlements (death claims). • Process non-qualified 401(k) and in-plan Roth rollovers. • Create manual tax forms for in-plan Roth rollovers and non-owner FPA withdrawals via MATC portal. • Generate next-day tax statements for processed in-plan Roth rollovers. Death Claims & Beneficiary Management • Set up death claim notifications to Life Claims Department. • Mail out beneficiary letters/forms post Life Claims review and approval. • Ensure accurate settlement and documentation of beneficiary claims. Tax Reporting & Compliance • Perform tax reporting pilots, reconciliation, and corrections where required. • Create and issue tax statements in compliance with regulatory timelines. • Conduct daily fraud transaction reviews for transactions of $10K and above. Enrollment & Maintenance • Manage individual plan enrollments and premium tracking. • Issue transfer letters and process demographic updates. • Update OMNIDC with suspension dates to block online participant transactions when required. • Maintain accurate participant and employer data within systems. Reporting & Controls • Generate and issue 401(k) reports as required. • Ensure accurate reconciliation of transactions across systems. • Adhere to SLAs, quality standards, and compliance requirements. • Support internal audits and peak period processing requirements (Oct–Jan). Communication & Stakeholder Management • Manage participant and stakeholder communication via 800-line, personal lines, Webex chat, emails, and walk-ins. • Coordinate with vendors, internal stakeholders, and external departments. • Provide timely and accurate responses to participant queries.