Customer Resolution Manager

TIAA

QRO Relationship Manager assisting participants with settlement processes in divorce. Handling inquiries and ensuring compliance with legal documentation requirements.

Posted 7/2/2026full-timeCharlotte • North Carolina, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $52,500 - $76,600 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

superior retirement program
highly competitive health, wellness and work life offerings

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Qdro ProcessesLegal ComplianceDocument AnalysisResearch SkillsSettlement Procedures

Soft Skills

Organizational AbilitiesMultitaskingEmpathyProfessionalism

Certifications

Series 6Series 7Series 63Life And Health Insurance License