Claims Processing Team Lead

The Claims Processing Team Lead is a subject matter expert who supports Delaware Life Operations claims processes and team members. Responsibilities include, but are not limited to, claims workflow management, training and support of new team members, ongoing education and support of the whole team, identifying improvement opportunities, developing and maintaining procedural documents, and supporting system changes and enhancements. The Team Lead will spend 50% or more of their time on claims processing, including death claims, beneficiary payouts, and related servicing activities. The Team Lead works closely with the broader management team to make sure beneficiaries, families, agents, and internal service partners consistently receive the highest level of service.

• →Act as a subject matter expert for all claims processing tasks and responsibilities.
• →Lead or assist with claims workflow management. Monitor incoming claim volumes, inventory, aging, and trends, and coordinate resources both proactively and reactively.
• →Oversee the claims process from start to finish, including intake, document review (such as death certificates, claim forms, and beneficiary designations), validation, decisions, and payout. Make sure claims are accurate and timely.
• →Make sure claims processing meets regulatory and compliance requirements, including state prompt-payment rules, interest calculations, tax withholding and reporting, and unclaimed property and escheatment obligations.
• →Monitor key performance measures and goals for the team and its members, including claim turnaround time, quality, accuracy, and service-level metrics.
• →Identify process improvement opportunities and help develop and implement solutions. Build knowledge of upstream and downstream functions and departments to support decision-making.
• →Provide ongoing process coaching, conduct process observations, and deliver training to help team members improve efficiency, effectiveness, and the beneficiary experience.
• →Help develop and maintain standard operating procedures and job aids for claims processing.
• →Help with escalated issues, including complex, contested, or sensitive claims, and lead the effort to resolve them. Own communication and resolution as appropriate, handling beneficiaries and families with empathy and professionalism.
• →Assist with other duties as assigned.

• 3+ years of claims processing, operations, or customer service experience
• Bachelor's degree or equivalent experience
• Subject matter expertise with annuities and/or financial services products
• Strong problem-solving skills and experience working in a fast-paced, changing environment
• Strong verbal and written communication skills, including the ability to handle sensitive conversations with compassion
• Attention to detail: you're meticulous and curious about how things work

• Experience with death claims, beneficiary payouts, or similar claims processing (strongly preferred)
• Knowledge of regulatory and compliance requirements for claims, such as state prompt-payment laws, tax reporting, and unclaimed property
• Prior team or workflow management experience

Benefits Highlights:  

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.  Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability. All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.  Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals.  All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.