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? Process payroll integration project execution for new plan setups and payroll amendments to existing plans Perform new plan setup activities, such as CWOT creation, payroll file configuration, onboarding, and client communication Execute and validate manual, standard, and premier payroll file testing to ensure accurate data transmission Update and customize payroll input files based on client, plan, or regulatory requirements Raise and manage Salesforce data correction cases to update participant service history and payroll-related records Handle exception file processing, identifying root causes of errors and coordinating resolution through dedicated exception queues Assist with Payroll Portal setup, maintenance, and closure, including connectivity and data exchange support Support forfeiture funding activities, primarily related to onboarding, maintenance, and payroll feed changes Perform plan provision mapping to ensure payroll feeds align with plan rules and configurations Process both bulk and individual payroll-related requests within defined SLAs Proactively monitor and respond to the team email inbox, ensuring timely and accurate communication with internal and external stakeholders Support plan deconversion activities by assisting with payroll file changes, closures, and data validation Maintain documentation, trackers, and audit evidence in line with internal controls and compliance requirements
What are we looking for? Functional expertise in U.S. retirement plans, including both Defined Contribution (DC), Defined Benefit (DB) schemes and IRA (Group Plan IRAs, SEP). In-depth experience in executing payroll integration/onboarding activities for new plans, managing amendments to existing plans, handling exception processing, and supporting plan conversions and deconversions while ensuring data accuracy and timely stakeholder communication. Hands on with developing process documentation (SOP), capturing exceptions, process flow, process maps, and NIGO rules. Subject Matter Expert/ Trainer with 2+ years of experience in remote transitions, developing quality checklists, performing RCA, and developing action plans to improve quality performance. Mandatory experience in 401(k) and/or 403(b) plan administration Excellent verbal and written communication skills; Inbound and Outbound voice support experience required. Knowledge of payroll file structures, integrations, and testing cycles
Roles and Responsibilities: Process payroll integration project execution for new plan setups and payroll amendments to existing plans Perform new plan setup activities, such as CWOT creation, payroll file configuration, onboarding, and client communication Execute and validate manual, standard, and premier payroll file testing to ensure accurate data transmission Update and customize payroll input files based on client, plan, or regulatory requirements Raise and manage Salesforce data correction cases to update participant service history and payroll-related records Handle exception file processing, identifying root causes of errors and coordinating resolution through dedicated exception queues Assist with Payroll Portal setup, maintenance, and closure, including connectivity and data exchange support Support forfeiture funding activities, primarily related to onboarding, maintenance, and payroll feed changes Perform plan provision mapping to ensure payroll feeds align with plan rules and configurations Process both bulk and individual payroll-related requests within defined SLAs Proactively monitor and respond to the team email inbox, ensuring timely and accurate communication with internal and external stakeholders Support plan deconversion activities by assisting with payroll file changes, closures, and data validation Maintain documentation, trackers, and audit evidence in line with internal controls and compliance requirements