Claims Team Lead

Job Description:

We are looking for a Claims Team Lead to join Penn Mutual. In this role you will be responsible for overseeing the day-to-day operations of the claims team, ensuring timely and accurate processing of claims in compliance with company policies, regulations, and service standards. This role provides guidance and support to team members, monitors workflow and performance metrics, and drives process improvements to enhance efficiency and customer experience. You will get the opportunity to collaborate with internal and external stakeholders to resolve complex claims, escalations, and inquiries while maintaining a strong focus on quality, accuracy, and top tier service. Additionally, this role plays a key part in training management, mentoring, and developing team members to foster a high-performing and engaged team environment.

We've embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.

Role Responsibilities:

• Ability to work between the hours of 8:30am and 6pm ET (hours may vary).
• Actively monitor inbound calls and processing to ensure service level agreements and regulatory requirements are met.
• Promote a culture where associates take responsibility and are accountable for their performance by setting clear expectations; giving associates the tools they need to do their job and holding them accountable for results.
• Perform quality review of tasks performed, provide feedback and coaching to staff, and provide hands on support when necessary.
• Create metrics for reporting and process tracking.
• Work with leadership to develop business processes and service standards.
• Oversees and manages daily workflow ensuring efficiency, accuracy, and timely completion of tasks.
• Monitors and tracks data related to various initiatives, ensuring accurate reporting and analysis to measure effectiveness and drive strategic decision.
• Maintain, update, and manage standard operating procedures (SOPs) to ensure accuracy, compliance, and efficiency in day-to-day processing.
• Investigate and follow up on the most complex and/or critical questions/issues to resolve concerns in an accurate and timely manner.
• May handle in-bound calls from advisors and clients and answer questions regarding their life or annuity product and/or servicing needs when volume dictates.
• Responsible for adherence to the company’s framework of internal controls, operational plan and budget.
• Work collaboratively and may participate on project teams.
• Identify, recommend and facilitate ongoing process improvements; this includes proactively problem solving with minimal direction.
• Perform various other related duties, assignments and special projects as assigned.

Skills & Abilities:

• Strong analytical, problem solving and critical thinking skills.
• Must be detail-oriented and be able to handle multiple tasks/projects as well as exercise initiative and follow-through to meet deadlines.
• Excellent written and verbal communication skills.
• Ability to establish and sustain positive relationships.
• Client service orientation.
• Ability to create an environment that encourages two-way communication and in which associates feel it is safe to speak up.

Education:

• High School Diploma required
• Bachelor's Degree preferred

Experience:

• Minimum of 3 years required with 1-3 years of supervisory experience
• Experience with variable, life insurance, fixed annuity products, processes and transactions
• Financial services industry experience with life and annuities preferred
• FINRA Series 6 preferred
• FLMI or other designation preferred

Base Salary Range: $71,500 - $85,000

For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.