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
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.
Anticipated Posting End Date:
2026-07-11Base Pay Range: $52,500/yr - $76,600/yrActual 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).
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Company Overview
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 weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.
Our Culture of Impact
At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.
Benefits and Total Rewards
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.
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