Customer Resolution Manager

Qualified Domestic Relationship Order Relationship Manager (QRM) 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. 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. 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. Educational Requirements Bachelor's Degree Preferred Work Experience 3+ Years required; 5+ Years preferred Physical Requirements Sedentary Work Career Level 7IC Required 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. Related Skills Adaptability Automation Communication Continuous Improvement Mindset Critical Thinking Customer Engagement Digital Savviness Problem Solving TIAA Products/Services Acumen Anticipated Posting End Date 2026-07-11 Base Pay Range $52,500/yr - $76,600/yr. Actual base salary may vary based upon relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. The competitive compensation package may include participation in incentive programs linked to performance. Benefits and Total Rewards The organization offers a comprehensive Total Rewards package that includes a superior retirement program and highly competitive health, wellness and work life offerings designed to support employees' physical, emotional and financial well‑being. Equal Opportunity Employer 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. #J-18808-Ljbffr TIAA