Customer Resolution Manager

Qualified Domestic Relationship Order Relationship Manager

As a Qualified Domestic Relationship Order (QDRO) Relationship Manager, you will be responsible for guiding participants, alternate payees (ex-spouses), and attorneys, through the settlement process of a 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.

• 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.

• Bachelor's Degree Preferred

• 3+ Years required; 5+ Years preferred

• Sedentary Work

7IC

• Minimum of 3 years' experience in case management, customer service, or a related role.

• 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.
• 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.

Adaptability, Automation, Communication, Continuous Improvement Mindset, Critical Thinking, Customer Engagement, Digital Savviness, Problem Solving, TIAA Products/Services Acumen

$52,500/yr - $76,600/yr

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today we're a market-leading retirement company fueled by world-class asset management. But we're not just another legacy financial services firm. We're fighting harder than ever before for our clients and the many Americans who need us.

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That's why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.

To learn more about your benefits, please review our Benefits Summary.

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

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