Customer Service Senior Analyst
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:8 to 10 years
About Accenture
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What would you do? Plan Design & Documentation Prepare, customize, and coordinate plan design documents for new plans (startups and takeovers). Draft and manage plan amendments in alignment with client requirements and regulatory standards. Review prior plan documents for takeovers, identify protected benefits, and ensure compliance with plan design requirements. Ensure documentation of accuracy and alignment with regulatory and internal governance standards. Focus strictly on document preparation and plan design. Amendments, Resolutions & Compliance Manage drafting and execution of board resolutions and formal plan amendments. • Ensure proper documentation and recordkeeping of executed amendments. • Handle IRS inquiries and support regulatory clarification requests. • Ensure compliance with ERISA, IRS, and applicable regulatory requirements. Onboarding & Escalation Management Handle escalations during onboarding (new business submissions) and ensure priority processing. • Coordinate with regional offices and field staff to clarify plan design requirements. • Ensure timely resolution of document-related issues during implementation. Ongoing Maintenance & Regulatory Updates Manage regular maintenance of plan documents including restatements. • Issue updated SPDs within required regulatory timelines. • Support plan document updates due to regulatory or policy changes. Annuity & Contract Support Review annuity bids and support preparation of related applications and contracts. • Coordinate documentation requirements with internal teams and external stakeholders. Client & Regional Office Support Act as Subject Matter Expert for retirement products (401(k), 403(b), DB). • Respond to high volumes of queries and emails from Regional Offices. • Provide technical guidance on plan design, documentation, and compliance matters. • Collaborate cross-functional with Compliance, Sales, CRM, and Operations teams.
What are we looking for? Functional expertise in U.S. retirement plans, including Defined Contribution (401(k), 403(b)) and Defined Benefit (DB) plans.Strong hands-on experience in Plan Design, Document Preparation, and Coordination for group retirement products, including startups, takeovers, amendments, and restatements. Proven expertise in reviewing prior plan documents during takeovers, assessing protected benefits, and ensuring compliance with IRS and ERISA regulations. Experience managing amendments, drafting board resolutions, and ensuring proper execution and documentation of plan changes. Hands-on experience handling IRS inquiries and regulatory communications. Experience managing onboarding escalations for new business submissions and prioritizing urgent cases. Strong knowledge of plan document maintenance including restatements and timely issuance of updated SPDs. Experience reviewing annuity bids and supporting preparation of applications/contracts (non-underwriting focused). Mandatory experience in 401(k) and/or 403(b) plan administration Excellent verbal and written communication skills; Inbound and Outbound voice support experience required . Open to core Night shifts based on business requirements
Roles and Responsibilities: Plan Design & Documentation Prepare, customize, and coordinate plan design documents for new plans (startups and takeovers). Draft and manage plan amendments in alignment with client requirements and regulatory standards. Review prior plan documents for takeovers, identify protected benefits, and ensure compliance with plan design requirements. Ensure documentation of accuracy and alignment with regulatory and internal governance standards. Focus strictly on document preparation and plan design. Amendments, Resolutions & Compliance Manage drafting and execution of board resolutions and formal plan amendments. • Ensure proper documentation and recordkeeping of executed amendments. • Handle IRS inquiries and support regulatory clarification requests. • Ensure compliance with ERISA, IRS, and applicable regulatory requirements. Onboarding & Escalation Management Handle escalations during onboarding (new business submissions) and ensure priority processing. • Coordinate with regional offices and field staff to clarify plan design requirements. • Ensure timely resolution of document-related issues during implementation. Ongoing Maintenance & Regulatory Updates Manage regular maintenance of plan documents including restatements. • Issue updated SPDs within required regulatory timelines. • Support plan document updates due to regulatory or policy changes. Annuity & Contract Support Review annuity bids and support preparation of related applications and contracts. • Coordinate documentation requirements with internal teams and external stakeholders. Client & Regional Office Support Act as Subject Matter Expert for retirement products (401(k), 403(b), DB). • Respond to high volumes of queries and emails from Regional Offices. • Provide technical guidance on plan design, documentation, and compliance matters. • Collaborate cross-functional with Compliance, Sales, CRM, and Operations teams.
Bengaluru
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