Customer Resolution Manager

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.

• Bachelor's Degree Preferred
• 3+ Years required; 5+ Years preferred
• Series 6 or 7;
  Series 63 and home state Life & Health insurance license
• 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.