Customer Service Analyst

Role overview

This position is for a Customer Service Analyst within the Retirement Solutions data entry services function. The role supports retirement services operations for U.S. clients, with a focus on processing transactions accurately, maintaining compliance, and handling participant-level service requests.

About the employer

The employer is a global professional services organization with strong capabilities across digital, cloud, security, strategy, consulting, technology, operations, and related services. It serves clients across more than 120 countries through a large global workforce and a wide network of advanced technology and intelligent operations centers.

What you will do

• Process monetary and non-monetary transactions for assigned clients while maintaining a high level of accuracy.
• Check and confirm participant requests so that required compliance and documentation standards are fully met.
• Protect client information and follow strict confidentiality requirements at all times.
• Work in line with client policies, procedures, and applicable federal, state, and local regulations, and escalate concerns to management when needed.
• Investigate questions and requests from business partners and client support teams and respond within a short turnaround time.
• Contribute to process improvement initiatives and automation efforts.
• Follow established quality control standards consistently.
• Organize work effectively and prioritize higher-value transactions.
• Complete assigned tasks and project work within deadlines while also managing day-to-day business-as-usual operations.

Requirements

• At least 2 years of experience in U.S. retirement services, specifically defined contribution participant-level support.
• Hands-on experience with money-out processes such as required minimum distribution, systematic withdrawal, in-service withdrawal, rollover out, and lump sum distribution.
• Experience in the U.S. retirement industry is mandatory.
• A graduate degree is required; commerce background is preferred but not essential.
• Strong verbal and written communication skills.
• Fast and accurate typing with close attention to detail.
• Good time management and the ability to work independently.
• Willingness to work core night shifts based on business needs.

Additional information

The role is part of the retirement services team and involves data entry services, including entering, updating, and maintaining information in digital systems such as spreadsheets or databases. Work may include verifying data accuracy and keeping information organized and easy to access. The role also involves servicing U.S. retirement plan processes such as 401(k), 403(b), money-out, lump sum, defined contribution, client service management, plan documents, and plan implementation.

Qualifications

Any graduate may apply, with a preference for commerce graduates.

Experience

This role calls for 3 to 5 years of overall experience, including at least 2 years in the U.S. retirement services domain.

Working conditions

The role is based in Gurugram, Haryana, India and is an onsite position. Core night shifts may be required depending on business requirements.

Core expectations

The selected candidate should be comfortable working with sensitive client data, handling multiple transaction types, and maintaining quality and compliance in a fast-paced retirement services environment.