Sathwika Acharya

Experienced process specialist with demonstrated expertise in defined contribution and defined benefit plans and 401(K) plans, pay out and rollover operations, financial transaction processing, and quality assurance. Proven skills in customer service, root cause analysis, and workflow management. Seeking a suitable role to leverage my strong knowledge and skills to drive process improvement and lead team to success.

Process Specialist - Infosys BPM Limited - Bengaluru

(2025-02 - 2026-04)

• Managed retirement and brokerage account operations for IRA, 401(k), Joint, Trust, and Organizational accounts with high accuracy.
• Processed rollovers, distributions, beneficiary updates, account maintenance, and financial transactions while maintaining compliance standards.
• Supported 401(k) rollovers, contributions, distributions, hardship withdrawals, in-service withdrawals, and participant loans per plan provisions and IRS rules.
• Handled customer and client queries effectively while ensuring timely resolution and service excellence.
• Processed account access changes, beneficiary updates, and profile maintenance, including name, address, TIN, and registration updates
• Ensured all requests met IGO standards and routed NIGO cases for remediation to minimize rework and turnaround time
• Delivered high-volume transaction processing with focus on accuracy, turnaround time, and client satisfaction

Transaction Processing Officer - Mphasis Limited

(2023-01 - 2024-11)

• Processed retirement transactions including withdrawals, rollovers, account closures, and investment-related requests.
• Handled ACH transfers, wire transfers, trade requests, account opening, and account maintenance processes.
• Maintained high transaction accuracy while managing large operational volumes within SLA timelines.
• Coordinated with internal teams and clients to resolve escalations and ensure smooth workflow execution.
• Provided operational support, internal quality checks, and feedback management for process improvement.

Customer Support Associate - Tech Mahindra

(2021-08 - 2022-10)

• Handled customer interactions and resolved end-to-end service-related issues through calls and support channels.
• Maintained KPI metrics including AHT, CSAT, and shrinkage targets while delivering quality customer service.
• Supported internal reporting, call quality standards, and customer issue resolution processes.
• providing assistance and solutions to customer issues.

Bachelor of Commerce - B.Com - SKVMS College, Kundapura, Udupi (2019)

Diploma in Computer Application Programming - Computer Application Programming (2020)