Life Claims Support Manager (Onsite)

About the role

American Income Life is seeking a Life Claims Support Manager to oversee, lead, and develop a team of claim associates, providing technical and jurisdictional direction for accurate and timely claim adjudication. This role involves coordinating work tasks, building strong relationships with business partners, and fostering a high-performing team environment. This is an on-site position located in Waco, Texas.

Responsibilities

• Supervise a team of AIL Life Claims Support associates and oversee daily operations to ensure achievement of performance and productivity standards.
• Understand, interpret, and effectively communicate contractual language in Life and Accident policies.
• Provide expertise and leadership support to the team in resolving complex claim issues.
• Evaluate daily workflow in the OnBase platform and load balance claims as needed to ensure even distribution of work.
• Ensure each associate is equipped with the tools, knowledge, and resources to be successful, while identifying training gaps and opportunities for retraining.
• Provide constant feedback to associates and counsel on matters of performance, attendance, and/or conduct.
• Ensure Mainframe and OnBase systems are functioning properly and partner with IT to address system issues.
• Utilize effective written and oral communication to respond professionally and with urgency to escalated claim issues received via mail, fax, or email.
• Proactively communicate with management regarding problems such as staffing, high/low work volume, or emergency situations.
• Identify process improvement opportunities and use logic and reasoning to compare strengths and weaknesses of alternative resolutions.
• Conceptualize innovative technical solutions that translate into efficiencies within the unit.
• Develop and maintain strong relationships with cross-functional partners in Policy Services, Customer Service, Agency Offices, and Legal to accomplish organizational goals.
• Cultivate a positive, high-performing team by modeling cultural expectations of accountability, continuous improvement, collaboration, and creativity.
• Motivate and provide development direction to team members while fostering an environment of continuous growth.
• Support culture and employee engagement activities and promote employee development.
• Delegate additional responsibilities and stretch assignments to high-potential associates to position them for successful advancement within the organization.
• Perform off-cycle quality review claim audits to ensure proper coding, documentation, and compliance with regulatory standards.
• Maintain and monitor a diary of questionable, sensitive, or possible fraudulent claims.
• Collaborate with management and Human Resources to develop action plans for underperforming associates and ensure adherence to progressive disciplinary guidelines.
• Write value-based performance appraisals and conduct effective colleague performance discussions.
• Support organizational training initiatives and ensure staff is updated on mandatory role-appropriate training.
• Complete weekly, monthly, and ad hoc reports with data interpretation to identify trends and issues to facilitate management in strategic decision-making.
• Develop contingency plans to meet objectives during challenging circumstances (e.g., staffing shortages, high work volumes, system implementations).
• Effectively present complex information to key stakeholders to influence acceptance of innovative suggestions.
• Lead and partner on claims and other business projects as needed, concurrently with daily responsibilities.
• Partner with management to retain staff and build bench strength within the organization to achieve overall turnover goals.
• Interview, hire, and mentor new claims associates.
• Perform other duties as assigned. Some travel may be required.

Requirements

• Bachelor's degree from a four-year college or university preferred, or 5–7 years of related experience and/or training, or an equivalent combination of education and experience.
• 3 or more years of claims handling experience, with supervisory experience a plus.
• Experience interpreting contractual language in Life and Accident policies.
• Strong problem-solving, analytical, and interpretive skills with the ability to develop feasible solutions using a combination of analysis, experience, and judgment.
• High technical aptitude with the ability to learn new systems quickly, including strong proficiency in Microsoft Office Suite (Outlook, Excel, PowerPoint, Access, etc.).
• Excellent time management, oral, and written communication skills with the ability to present complex ideas to upper management in a professional manner.
• Self-directed with the ability to make autonomous decisions, take ownership of tasks and relationships, and follow through on obligations.
• Adaptable and able to adjust plans, goals, and priorities to meet changing situations and competing demands.

Benefits

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans.
• Robust life insurance benefits and retirement plans, including a company-matched 401k plan.
• Paid holidays and time off to support a healthy work-life balance.
• Parental leave to help employees welcome new additions.
• Subsidized all-in-one subscriptions to support fitness, mindfulness, nutrition, and sleep goals.
• Company-paid counseling for assistance with mental health, stress management, and work-life balance.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
• Discounted Texas Rangers tickets for visits to Globe Life Field.