Customer Resolution Manager

Key Responsibilities And Duties

• 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.

Client Communication

• 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.
• Aid 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.

Education Requirements

Preferred: Bachelor's Degree

Work Experience

Required: 3+ Years; Preferred: 5+ Years

Physical Requirements

Sedentary Work

Skills

• Minimum of 3 years’ experience in case management, customer service, or a related role.
• Preferred Skills: 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.

Pay

Base Pay Range: $52,500/yr - $76,600/yr

Schedule

N/A

Benefits

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.

Company Overview

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. Our full EEO & Non-Discrimination statement is on our careers home page, and you can read more about your rights and view government notices here.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities. If You Are a U.S. Applicant And Desire a Reasonable Accommodation To Complete a Job Application Please Use One Of The Below Options To Contact Our Accessibility Support Team: Phone: (800) 842-2755 Email: accessibility.support@tiaa.org

Drug and Smoking Policy

TIAA maintains a drug-free and smoke-free workplace.

Privacy Notices

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