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About the Role

Serve as the initial point of contact for claimants, beneficiaries, policyowners, agents, providers, and other authorized parties regarding life and supplemental health claims. Handle incoming and returned calls, process first notice of loss, provide accurate and timely claim status information, send required correspondence and forms, and document all interactions and outcomes. Deliver empathetic, professional service while protecting confidential information and following established claims procedures and service standards.

Responsibilities

• Respond to incoming calls and complete return calls regarding life and supplemental health claims in a timely, courteous, and professional manner.
• Process first notice of loss for all claim types by gathering complete and accurate information, verifying available policy and claimant details, and initiating the claim in the appropriate system.
• Explain the claims process, required documentation, and next steps in clear, understandable language while remaining within the scope of the role and established procedures.
• Provide callers with accurate, up-to-date information regarding claim status, outstanding requirements, and correspondence, using approved systems and resources.
• Document each call and interaction in the appropriate system, including the reason for contact, information provided or received, actions taken, commitments made, and outcome.
• Prepare and send follow-up letters, claim forms, and other required correspondence accurately and within established service standards during periods between calls.
• Access and research information across multiple systems and resources to respond to inquiries, confirm claim details, and support accurate processing.
• Route inquiries and claim-related information to the appropriate Claims team member or department for review and handling.
• Identify questions, complaints, sensitive matters, or potential issues that require additional review and escalate them promptly to the appropriate resource or management.
• Protect confidential, personal, and health information and follow all applicable privacy, security, and records handling requirements.
• Maintain current knowledge of claims procedures, products, forms, systems, and service expectations through training, reference materials, and coaching.
• Maintain established service metrics for the Claims call queue, including availability, responsiveness, call handling, and completion of required follow-up activities.
• Perform other duties and responsibilities as needed or assigned by management.

Requirements

• Minimum of 2 years of experience in Customer Service.
• Experience in an insurance industry or call center environment.
• Basic knowledge of Microsoft Word and Excel.
• Excellent written and verbal communication skills.
• Excellent data entry skills.
• Ability to perform work accurately and thoroughly.
• Ability to pay close attention to detail.
• Ability to prioritize and organize a heavy workload.
• Ability to work a flexible schedule with occasional overtime.

Skills

• Health insurance industry customer service experience preferred
• Fluency in Spanish a plus

Location

• Binghamton, NY
• Houston, TX

Work Type

• Primarily remote
• Hybrid

Experience Level

• 2 years of experience in Customer Service

Education Level

• Associate’s degree in business or related field

Salary/Compensations

• $19.02 to $21.03 hourly

About the Company

• Security Mutual Life is a leading provider of life insurance, accumulation products, and retirement-, business-, and estate-planning services for individuals, families, and businesses.
• Innovative products help clients meet their financial protection needs.
• Headquartered in Binghamton, New York, the Company was founded in 1886 and is recognized for its longstanding history of financial strength and stability.
• Continually invest in technology, equipping agents and employees with the latest tools to deliver outstanding service to hundreds of thousands of policyholders throughout the United States.
• Committed to neighbors and communities, supporting a wide variety of community and charitable initiatives and organizations through donations and service.
• Employees are among the Company’s most valued assets, offering competitive salary and benefits.
• Work environment reflects the Company’s core values of trust, respect, and integrity.

Equal Opportunity

• Security Mutual is an Equal Opportunity Employer