Life Claims Support Manager

At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better.

Role Overview:

Could you be our next Onsite Life Claims Support Manager? American Income Life is looking for a Life Claims Support Manager to join the team!

This role is responsible for overseeing, leading, directing, motivating, and developing a team of claim associates and providing technical/jurisdictional direction for accurate and timely claim adjudication. Working with a high degree of autonomy, the supervisor will coordinate work tasks and ensure staff is aligned with business needs. This individual will also be responsible for building strong relationships with business partners to meet organizational goals and fostering an environment that optimizes productivity.

This is a position is located in Waco, Texas.

You Will Do:

• 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 in their role while recognizing 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 a sense of urgency to escalated claim issues received via mail, fax, or email.
• Proactively communicate with management regarding problems such as staffing, high/low work volume, emergency situations, etc.
• 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.
• Performs other duties as assigned.
• Some travel may be required.

What You Can Bring:

• 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.

How American Income Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at American Income Life:

• Competitive compensation designed to reflect your expertise and contribution.

• Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.

• Robust life insurance benefits and retirement plans, including company-matched 401k plan.

• Paid holidays and time off to support a healthy work-life balance.

• Parental leave to help our employees welcome their new additions.

• Subsidized all-in-one subscriptions to support your 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 a proud visit to Globe Life Field.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At American Income Life, your voice matters.