Building a Dedicated QDRO Service Center to Fix Processing Failures

A Fortune 100 heavy equipment manufacturer was receiving complaints regarding the processing of QDROs. The complaints were coming from employees, alternate payees, attorneys, and other vendors associated with the orders.

Service levels had fallen to the point that legal deadlines were being missed which led to notices to appear in court.

SBA delivered the following scope of services:

• Developed standard QDRO models with clear, concise information for use by attorneys
• Provided a dedicated 800 number for all parties involved in the QDRO process
• Set up a secure lock-box for all incoming correspondence
• Provided experienced service and call center staff to handle all calls and communications
• Provided qualification of all DROs and written explanations of why the order was rejected
• Obtained direct access to the administrator’s outsourcing system so account holds could be applied to participant accounts associated with the QDRO
• Performed the actuarial calculations in splitting the accounts as dictated by the order
• Imaged and retained all incoming documents for future reference
• Reported periodically to client regarding status of all orders

Since 2008, SBA’s QDRO service center has provided QDRO support and call center service to more than 50,000 participants.

Complaints about the processing of QDROs from employees, alternate payees, and attorneys are now non-existent.