Customer Service Associate

Role overview

Accenture in India is hiring a Customer Service Associate for its Bengaluru office. This position is focused on retirement solutions data-entry services and supports US retirement processes, especially 401(k) and 403(b) work tied to defined contribution and defined benefit operations.

The role sits within TIAA Client Services and involves learning assigned process steps, following standard operating procedures, and handling rule-based tasks with support from process leads or owners whenever exceptions arise. Because the work supports client operations in the United States, accuracy, confidentiality, and timeliness are essential.

About the company

Accenture is a global professional services organization with strengths across digital, cloud, and security. It combines deep experience with specialized expertise across more than 40 industries and delivers strategy, consulting, technology, operations, and Accenture Song services through a large worldwide network of advanced technology and intelligent operations centers.

The organization serves clients in more than 120 countries and focuses on using technology and human ingenuity to create value for clients, employees, shareholders, partners, and communities.

What you will do

• Handle allocated retirement-services tasks within the agreed timeline while maintaining complete quality standards.
• Learn and execute the relevant process steps according to documented procedures and guidance from process leads and US business partners.
• Support retirement services operations for institutional and retail business processes.
• Maintain and update SOPs, task sheets, and related process documentation for assigned work.
• Research queries or requests from business partners and client support teams and respond with minimal turnaround time.
• Follow quality-control requirements and ensure outputs meet the expected deliverables.
• Protect client information and comply with confidentiality obligations at all times.
• Work on workflow tasks, upload final documents for audit purposes, and contribute to process improvement efforts.
• Spot opportunities for additional controls and suggest ways to improve the client experience, data handling, and related processes.

Requirements

• A graduate degree is mandatory; a commerce background is preferred.
• 1 to 3 years of experience in the US retirement industry is required.
• Strong understanding of US retirement services, including 401(k) and 403(b) plans and institutional services.
• Solid math, analytical, and problem-solving ability.
• Excellent written and verbal communication skills in English.
• Good typing speed, strong MS Excel knowledge, and a sharp eye for detail.
• Ability to manage time well, stay organized, and work independently under pressure.
• Comfort with working in a centers of excellence model and collaborating with team members and US business partners.
• Must be willing to work in US shifts across time zones based on business requirements.
• Preferred certifications include ASPPA and CRPS.

Additional information

This role is highly process-driven and requires adherence to client policies, procedures, and all applicable federal, state, and local regulations. Escalation of issues to management is expected whenever needed.

The position places strong emphasis on accuracy, SLA compliance, confidentiality, and proactive participation in continuous improvement and automation initiatives.

Qualifications

Any graduation is accepted, with preference for candidates from commerce.

Role expectations

Success in this role depends on careful documentation, consistent follow-through, accurate execution, and the ability to work responsibly in a client-facing operations environment.