Lead Recordkeeper

Voya Financial, Inc.; Georgia; Hybrid; USD 45,000 - 75,000; Full time

Benefits offered by this job

Hybrid schedule

Health, dental, vision insurance

401(k) Savings plan – with generous 6%

Tuition reimbursement

Paid time off

Paid volunteer time

Job summary

Voya Financial, Inc. is seeking a Lead Recordkeeper to support complex defined contribution plan clients, focusing on death claim processing and beneficiary activities.

You will review death claims, research account activity, maintain records, and prepare reports while ensuring compliance, partnering with internal/external contacts, and mentoring teammates. This role offers a hybrid work schedule and requires strong retirement plan knowledge.

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 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.

Responsibilities

• Review and analyze death claim notifications to ensure requests are received in good order.
• Research participant account activity, including prior death claims and QDRO activity.
• Establish and maintain death claim identifiers and records; review distributions and other activity.
• Prepare and distribute condolence correspondence when appropriate; respond to inquiries.
• Process death claims in accordance with plan provisions and regulations; ensure accuracy.
• Maintain department productivity, quality, and accuracy standards.
• Prepare client-facing reports and required tax/compliance documentation.
• Collaborate with internal/external contacts to resolve issues; mentor junior staff.

Skills

Defined contribution

Client service

Regulatory knowledge

Communication

Analytical

Multitasking

Education

Bachelor's degree

Tools

Task Manager

OMNI

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?

Lead Recordkeeper

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.

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 effectively 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:

• Instill Customer Obsession – Deliver compassionate, accurate, and timely support to clients and beneficiaries during sensitive life events while ensuring a positive service experience.
• Transform with Automation/AI – Leverage available technology, automation tools, and AI-enabled solutions to improve processing efficiency, accuracy, and client outcomes.
• Drive Higher Performance Through Our People – Share knowledge, mentor team members, and collaborate across functions to strengthen team capabilities and service delivery.
• Execute on the Fundamentals – Maintain high standards of quality, compliance, reconciliation accuracy, and operational discipline across all transactions and client deliverables.

Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. $45,180 - $75,300 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.

Misuse of Voya's name in fraud schemes

Voya Financial, Inc., is a leading retirement, employee benefits and investment management company. Voya’s services and solutions help clear the path to financial confidence and a more fulfilling life for individual, workplace and institutional clients, supporting more than 18 million customer relationships. Certified as a “Great Place to Work” by the Great Place to Work® Institute, Voya fosters a culture that values customer centricity, integrity, accountability, agility and inclusivity. Together with customers and partners, Voya employees fight for everyone's opportunity for a better financial future. For more information visit https://www.voya.com/

Voya’s values serve as our compass

Voya’s values serve as our compass, bringing together our culture, performance, brand, vision, strategy and corporate responsibility activities. Our values guide our decision-making and behaviors allowing us to deliver worth to our customers, distribution partners, shareholders and each other. With a lens on balance, health & welfare, our work environment offers flexibility. The majority of our roles have adopted a hybrid schedule — working some days in the office and some days remotely, providing flexibility for work-life balance and still allowing the benefit of in-person collaboration. Some functions will continue to be 100% on-site and others may be fully remote, depending on business needs.

Voya’s culture is proudly recognized

We care We do the right thing We have customer passion We have a winning spirit We are the We Certified by the Great Place to Work® Institute as a Great Place to Work® for the 10th consecutive year, Voya is equally committed to conducting business in a way that is socially, environmentally, economically and ethically responsible. Voya’s culture is proudly recognized by multiple organizations. See a full listing of our awards and recognition.