Customer Resolution Manager

TIAA•Charlotte, NC

9d•Onsite

About The Position

As a QDRO Relationship Manager, you will be responsible for guiding participants, alternate payees (ex-spouses), and attorneys, through the settlement process of a Qualified Domestic Relations Order (QDRO), ensuring a seamless, empathetic, and efficient experience. You will serve as the primary point of contact for all parties involved with the QDRO, assisting them with understanding their options, completing necessary paperwork, and resolving any questions or concerns throughout the settlement journey.

Requirements

Minimum of 3 years’ experience in case management, customer service, or a related role.
Bachelor's degree
Experience in the financial services, or legal industry.
Knowledge of the divorce settlement process.
Excellent organizational and multitasking abilities.
Strong interpersonal skills with the ability to handle sensitive situations with empathy and professionalism.

Nice To Haves

5+ years of experience in case management, customer service, or a related role.
Series 6 or 7; Series 63 and home state Life & Health insurance license.

Responsibilities

Manage complex divorce inquiries and QDRO transactions.
Review and analyze legal documents for accuracy and compliance with regulations, including ERISA, IRS guidelines, and institutional requirements.
Identify service gaps and recommend improvements to enhance the customer experience.
Balance and prioritize multiple assignments.
Ensure compliance with legal documentation requirements such as joinders and child support orders.
Conduct research and maintain thorough documentation of QDRO processes.
Provide timely follow-ups and deliver a high level of service to internal and external customers.
Collaborate with internal teams and external stakeholders to remove barriers to settlement.
Serve as the primary liaison, answering inquiries and providing clear explanations of settlement options and procedures.
Conduct regular follow-ups with parties to ensure understanding and progress.
Assist in completing required forms and gathering necessary documentation.
Address and resolve any challenges or delays in the settlement process, escalating complex issues as needed.
Educate participants and alternate payees (ex-spouses), about their entitlements and guide them in making informed decisions.
Advocate on behalf of participants and alternate payees (ex-spouses) when issues arise that require additional support or attention.