Customer Service Associate – Retirement Solutions

About the role

Accenture is seeking a Customer Service Associate to support its US Retirement Services portfolio, focusing on defined‑contribution plans and Money‑Out processes. The role involves handling participant‑level inquiries, processing complex distributions, and contributing to process improvement initiatives.

Key responsibilities

• Manage participant services for 401(k), 403(b) and other defined‑contribution plans.
• Execute Money‑Out transactions such as in‑service withdrawals, survivor benefits, annuities, hardship withdrawals, rollovers, lump‑sum distributions, RMDs, loan payoffs and child‑support payments.
• Develop and maintain process documentation, COPIS, process flows, maps and NIGO rules.
• Respond to business partner and client support queries with minimal response time while ensuring compliance with client SLAs and regulatory requirements.
• Identify opportunities for automation and quality‑control improvements.

Required profile

• Bachelor’s degree (any discipline).
• 3+ years of experience in US retirement services, specifically defined‑contribution and Money‑Out domains.
• Strong written and verbal communication, attention to detail, and ability to work independently.
• Commitment to client confidentiality and adherence to all relevant policies and regulations.

Required skills

• Money‑Out processes (in‑service withdrawal, survivor benefit, immediate/deferred annuity, hardship withdrawal, rollover, lump‑sum distribution, RMD, complex distribution, loan payoff, child‑support).
• Process documentation, COPIS, process flow design, process mapping, NIGO rule creation.
• ASPPA certification (preferred).