Operations Specialist

TELUS Health•Boston, MA

About The Position

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. Join Our Team and Succeed Together TELUS Health (US) Benefits Administration and Operations practice bring specialized expertise and innovative solutions to benefits administration, data management, and comprehensive client support. Our Qualified Domestic Relations Order (QDRO) Administration service provides critical support during life's challenging transitions by streamlining the complex process of equitable retirement benefit distribution. Our purpose is to transform domestic relationship orders into qualified instruments through expert document review, regulatory compliance verification, and meticulous administrative execution. We partner with clients, their employees, and third-party legal representatives to review QDRO documents, apply deep domain expertise to ascertain compliance with all regulatory and plan-specific requirements, and qualify these orders into legally sound documents that enable benefit recipients to access their entitled distributions. By managing these sophisticated back-end administrative workflows that blend defined procedures with specialized knowledge, we handle the intricate technical, legal, and administrative complexities, enabling organizations to deliver seamless benefits experiences during sensitive life events while maintaining the highest standards of accuracy and compliance. Here’s the impact you’ll make and what we’ll accomplish together As an Operations Specialist, you will perform the tasks which are part of the QDRO Administration services, which includes reviewing incoming paperwork and processing requests as per the defined procedures in the administrative system, along with responding to the associated parties.

Requirements

Bachelor's degree in business, human resources, or related field, OR equivalent relevant professional experience
Minimum 2 years of experience in benefits administration, retirement administration, or related field
Excellent written and verbal communication skills with the ability to explain complex information clearly
Strong time management skills and proven ability to manage multiple assignments simultaneously
Ability to thrive in a fast-paced environment while demonstrating initiative and independence
Intermediate proficiency in Microsoft Word and Excel
High attention to detail and commitment to accuracy
Strong analytical and problem-solving skills
Ability to maintain strict confidentiality and handle sensitive information
Customer service orientation with professional demeanor
Adaptability and sound judgment in handling emotional or complex situations

Nice To Haves

Working knowledge of HIPAA, ERISA, DOL, and IRS regulations as they relate to domestic relations matters and plan guidelines
Experience with QDRO (Qualified Domestic Relations Order) processing and review
Proficiency in Microsoft Access or database management systems
Experience working with third-party administrators or in a client-facing role
Familiarity with defined benefit and defined contribution plan structures
Background in legal document review or paralegal experience
Previous experience in a high-volume processing environment

Responsibilities

Process and evaluate draft and court-executed domestic relations orders (DROs) to ensure compliance with ERISA, Internal Revenue Code, and client plan requirements for 401(k), Profit Sharing, Defined Benefit Pension Plans, and other retirement plans
Respond to correspondence and legal documents from plan participants, former spouses, attorneys, and QDRO specialists with customized or system-generated letters
Perform complex earnings and loss calculations on retirement plans for segregation of spousal awards
Provide expert customer service support to plan participants, dependents, retirees, attorneys, and child support agencies regarding benefit program requirements and provisions
Maintain current knowledge of IRS and DOL requirements related to domestic relations matters and plan guidelines
Verify proper authorization forms are on file before releasing benefit-related information
Establish and maintain accurate database records, monitor system-generated reports and ticklers, and ensure all correspondence and actions are properly documented
Maintain confidentiality and ensure plan information is not released inappropriately; handle sensitive calls professionally while maintaining neutrality
Interface daily with client contacts and third-party administrators to gather participant information, place account restrictions, and communicate qualified court order terms
Discuss and confirm plan provisions and policy information for escalated cases
Consistently meet all departmental productivity and accuracy standards
Support special projects and duties essential to department operations