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About the Role
The Life Claims Processing Manager leads a team responsible for processing life claim payments, ensuring a positive customer experience for beneficiaries, agents, and policyholders. This role oversees daily execution of work requests, drives performance against service targets, and develops talent through coaching and support.
Responsibilities
- Lead and develop a team of 8–10 service professionals through regular 1:1 coaching, performance management, and team meetings to improve quality, accuracy, and customer outcomes.
- Drive a positive, low-effort customer experience by reinforcing service standards, removing barriers, and ensuring timely, accurate processing of life claim payments.
- Manage execution and workflow for line-of-business work requests, monitoring targets, standards, and deadlines and ensuring team accountability to deliverables.
- Partner with HR on hiring by supporting recruiting strategy, reviewing resumes, interviewing candidates, and participating in offer decisions to build and retain strong talent.
- Exercise payment review authority (Delegation of Authority up to $3M) by reviewing and approving claim payments in alignment with policy, controls, and risk standards.
Requirements
- 3+ years of relevant experience in claims handling and/or people leadership (coaching, development, performance management)
- Demonstrated ability to lead and develop teams, including ongoing feedback, recognition, and corrective action when needed
- Strong understanding of life products and key features of plan types and various riders and their impact on claims processing
- Proven ability to manage workflow and deliver against targets, standards, and deadlines in an operations environment
- Excellent communication and relationship management skills, including conflict resolution and collaboration across functions
- Strong problem-solving and judgment, including attention to detail and comfort operating within established controls
- Requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.
Skills
- claims handling
- people leadership
- coaching
- development
- performance management
- life products
- workflow management
- communication
- relationship management
- conflict resolution
- collaboration
- problem-solving
- judgment
- attention to detail
- operating within established controls
- New York Life administration systems
- Service partner teams
- presenting strategic initiatives
- driving strategic initiatives
- generating buy-in
Location
- Hybrid
Work Type
- Hybrid - 2 days per week
- Remote
- Onsite
Experience Level
- 3+ years of relevant experience
Education Level
- Bachelor’s degree
Salary/Compensations
- $75,000-$105,000
Benefits
- Leave programs
- Adoption assistance
- Student loan repayment programs
About the Company
- For over 175 years, New York Life has kept every promise made to its policyholders and their loved ones.
- New York Life has a 180-year legacy of purpose and integrity, evolving into a more technology-, data-, and AI-enabled organization while remaining grounded in its values.
- The company's diverse business portfolio creates opportunities to make a difference across industries and communities.
- New York Life is a Fortune 100 mutual company offering a place to grow skills, contribute to meaningful work, and deliver solutions that matter.
- As a mutual company, New York Life operates in the best interests of its policy owners.
Equal Opportunity
- At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities.
- New York Life has a longstanding commitment to creating an environment where individuals can contribute their best and succeed together.
- This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported.
- By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.
- Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation.