Customer Service Associate

Skill required: Retirement Solutions - Data Entry Services

Designation: Customer Service Associate

Qualifications: Any Graduation

Years of Experience: 1 to 3 years

What would you do
This role will require a broad understanding of the US retirement services domain (401K 403B) and key features of Defined Contribution and Defined Benefits operations. Trainee Analysts will be placed in any of the retirement services processes within TIAA Client Services and will be expected to learn and perform the relevant function and its activities as per standard operating procedures. The processes are rule based, and any exception would have to be performed with the help of the process owners / leads. These processes are extensions of those which support the middle office and/or back-office operations for the larger TIAA business in the United States of America. TIAA India Client Services supports the Retail Institutional business; hence the Trainee role is extremely important as it can impact the services provided by TIAA to its Clients and among others.
Responsible for completing all allocated tasks within the stipulated timeframe.
Maintain 100% quality and meet all desired deliverables
Have a strong eye for detail and good understanding of the documentation process
Standardized process documents (SOPs) where necessary, based on the guidance from process leads US business partners.
Updating and maintaining process task sheet/documentation for his/her own tasks

What are we looking for

US Retirement Services domain Defined Contributions - Institutional ServicesUnderstanding of US 401K and 403B business
Strong math and analytical skills
Excellent verbal and written communication skills.
Sharp sense of urgency when needed
Shows good judgment and take initiative to accomplish tasks
Maintains confidentiality
Works independently
Ability to make decisions and solve problems while working under pressure
Time management Attention to Detail
MS Excel proficiency.
Thorough team player
Review and updates plan configuration fields.Good Attention to detail with research and timely resolution ability.
Ability to work in centers of excellence model.
Excellent written communication skills
ASPPA Certified (Preferred)CRPS (Preferred)
3+ Years Preferred
Graduate (mandatory), preferably from commerce background
Experience in the US retirement industry.
Flexible to work in US Shifts (Across time zones based on business requirement) is a must.
Good verbal written communication skills in English
Good typing skill and attention to detail.
Good working knowledge of MS Excel
Good time management skills
Ability to work independently

Roles and Responsibilities:
Strict adherence to non-disclosure of client information by preserving client confidentiality.
Comply with all client policies, procedures, and Federal/State/Local regulations and escalates issues to the management.
Research on any queries/ requests sent by the Business Partners/Client Support Teams and replying the same with minimum response time.
Ensure Quality Control standards that have been set are adhered to.
Responsible for completing all allocated tasks within the stipulated timeframe.
Maintain 100% quality and meet all desired deliverables
Have a strong eye for detail and good understanding of the documentation process
Standardized process documents (SOPs) where necessary, based on the guidance from process leads US business partners.
Updating and maintaining process task sheet/documentation for his/her own tasks
Be a thorough team player, with ability to work as part of a team, collaborate with peers and US business partners
Complete workflow (e.g., Unified Workflow) tasks and upload final artifacts for audit.
Taking active participation in process improvements and automation.
Identify potential areas that require additional controls
Proactively offers solutions to improve the project and the clients experience as it pertains to data, data feeds, and related processes.
Quality Execute work with flawless accuracy, review own work and minimize rework as much as possible.
SLA Ensures that all the required SLA agreed upon are met and plan/propose solutions wherever it necessary to improve them

Qualification Any Graduation