Lead Recordkeeper

godirect; Georgia; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Voya is seeking a Lead Recordkeeper to support complex defined contribution retirement plan clients, delivering specialized service for participant life events with a primary focus on death claim processing. The role requires strong retirement plan knowledge, attention to detail, and the ability to navigate complex accounts while delivering timely, accurate service to clients and beneficiaries.

The Contributions You'll Make include reviewing death claim notifications, researching account

Qualifications

• Bachelor's degree required.
• 6+ years of defined contribution retirement plan client service experience.
• Working knowledge of defined contribution retirement plans and SECURE Act provisions.
• Proficiency in Task Manager, OMNI, or similar recordkeeping systems.
• Strong written and verbal communication skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.
• Ability to interpret plan provisions, beneficiary designations, and regulatory requirements.
• Experience resolving complex client service and administrative issues.

Responsibilities

• Review death claim notifications and ensure requests are in good order.
• Research participant account activity and prior death claims.
• Establish and maintain death claim identifiers and records.
• Review accounts for distributions, loans, QDROs, and other activity per procedures.
• Validate beneficiary information using internal systems.
• Process death claims per plan provisions and regulations.
• Prepare condolence correspondence when appropriate.
• Respond to client inquiries regarding account activity and death claim status.
• Collaborate with internal/external contacts to resolve issues.
• Ensure transactions comply with policies and regulatory guidelines.
• Maintain department productivity, quality, and accuracy standards.
• Process retirement plan transactions (contributions, loans, withdrawals, allocations).
• Reconcile trust accounting and recordkeeping systems at plan level.
• Prepare client-facing reports and tax/compliance docs.
• Participate in client meetings and calls.
• Maintain relationships with trustees and clients.
• Collaborate in a team environment and mentor junior staff.
• Perform other duties as assigned.

Skills

Defined contribution retirement plan

Recordkeeping software knowledge

Written and verbal communication

Multi-priority management

Analytical/problem-solving

Leadership/mentoring

Project management

Regulatory awareness (SECURE Act)

Client service experience

Education

Bachelor's degree

Tools

OMNI

Task Manager

Job description

Together we fight for everyone's opportunity for a better financial future.

We will do this together - with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone's access to opportunities. The status quo is not good enough ... we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture?

Get to Know the Opportunity:

As a Lead Recordkeeper, you will be supporting complex defined contribution plan clients, you will provide specialized service and administrative support related to participant life events, with a primary focus on death claim processing. This role requires strong retirement plan knowledge, attention to detail, and the ability to navigate complex participant account situations while delivering timely and accurate service to clients and beneficiaries.

The Contributions You'll Make:

• Review and analyze death claim notifications to ensure requests are received in good order.
• Research participant account activity, including prior death claims, beneficiary maintenance forms, and Qualified Domestic Relations Order (QDRO) activity.
• Establish and maintain appropriate death claim identifiers and records.
• Review participant accounts for previous distributions, loans, installments, QDROs, and other account activity, handling each according to established procedures.
• Utilize internal systems and available resources to identify and validate beneficiary information on file.
• Process death claims in accordance with plan provisions, beneficiary hierarchies, and applicable regulations.
• Prepare and distribute condolence correspondence when appropriate.
• Respond to client and beneficiary inquiries regarding account activity, death claim status, and related plan information.
• Partner with internal and external contacts to resolve client administrative and service-related issues.
• Ensure all transactions are processed in accordance with company policies, client requirements, and regulatory guidelines.
• Maintain established department productivity, quality, and accuracy standards.
• Process retirement plan transactions including contributions, loans, withdrawals, earnings allocations, and data loads as necessary.
• Reconcile trust accounting and recordkeeping systems at the plan level, including adjustment analysis, balancing activities, and reconciliation reporting.
• Prepare and produce client-facing reports, valuation reports, participant statements, investment performance reports, and required tax and compliance documentation.
• Participate in client meetings and conference calls as needed.
• Maintain effective relationships with trustees and clients while supporting discussions regarding plan design, trust reconciliation, payroll consultation, and related services.
• Collaborate effective within a team environment while managing multiple priorities and deadlines.
• Train, coach, and mentor less experienced team members and provide input into performance evaluations.
• Perform other duties as assigned.

Minimum Knowledge & Experience:

• Bachelor's degree required.
• 6+ years of defined contribution retirement plan client service experience.
• Working knowledge of defined contribution retirement plans and SECURE Act provisions.
• Proficiency in Task Manager, OMNI, or similar recordkeeping and workflow systems.
• Strong written and verbal communication skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.
• Ability to interpret plan provisions, beneficiary designations, and regulatory requirements.
• Experience resolving complex client service and administrative issues.

Preferred Knowledge & Experience:

• Project management experience.
• Prior experience supporting complex retirement plan clients.
• Experience mentoring, coaching, or training team members.
• Strong leadership and relationship management abilities.
• Advanced knowledge of trust reconciliation and retirement plan operations.

How This Role Aligns to Our Core Four:

At Voya, our Core Four expectations guide how we work and deliver results. This role contributes to thos