Claims Manager (Hybrid)

Guardian Life Insurance • Pittsfield, MA

22h • $74,750 - $122,795 • Hybrid

About The Position

Guardian is hiring a Life Waiver of Premium Claims Manager to lead a team of Life Waiver of Premium Claims Specialists handling disability analysis for Individual Life products. The team adjudicates claims under Life waiver of premium riders and accelerated benefit riders (ABR and EABR). The work uses skills common to Individual Disability claims—including medical, vocational, financial, and investigative analysis—applied to Life policy and rider provisions.

The manager develops the team's disability claims expertise, emphasizing clear written decision rationale and ownership of each claim from the initial decision through ongoing eligibility. This role involves coaching and developing specialists, managing inventory and workflow, reviewing complex claims, and ensuring timely, accurate decisions and customer communications. The manager works with internal and external stakeholders and uses quality, inventory, and audit results to identify trends, risks, and opportunities to improve processes and the customer experience.

This is a hybrid role. Colleagues located close to a Guardian hub in Bethlehem, PA; Pittsfield, MA; New York City; Stamford, CT; or Boston, MA work in the office three days per week. Bethlehem or Pittsfield is strongly preferred. The role offers a base salary range of $74,750 to $122,795 and may also be eligible for annual, sales, or other incentive compensation.

Requirements

• At least 7 years of disability insurance claim handling experience.
• Prior people leadership experience, or demonstrated experience mentoring and training claims professionals.
• A college or university degree, or a high school diploma with strong disability claims management experience.
• Extensive working knowledge of disability coverages and definitions, including own occupation and any occupation.
• Advanced medical, occupational, financial, and investigative skills associated with managing disability claims, and the ability to apply them to Life insurance products.
• Strong problem-solving and decision-making skills, including representing the company in matters involving disputes.
• Ability to anticipate internal and/or external business challenges.
• Experience providing high-quality customer service in written and telephone communications.
• Demonstrated ability to prioritize competing deadlines and manage a claim inventory.
• Strong written and verbal communication skills.
• Solid understanding of Microsoft Office products, including Word, Excel, and Outlook.
• Must be legally authorized to work in the United States without current or future employer visa sponsorship.

Nice To Haves

• Experience handling Individual Disability, Life Waiver of Premium, or accelerated benefit rider claims.
• Knowledge of Individual Life insurance policy and rider provisions, including waiver of premium and accelerated benefit riders, contestability, and reinsurance.

Responsibilities

• Lead by example and hire, train, coach, and develop Claims Specialists, including new and early-career team members, through structured onboarding and disability claims training.
• Provide actionable feedback, quality reviews, and performance management to promote learning and success.
• Establish clear ownership of the waiver and accelerated benefit claim inventory and manage caseloads, workflow, and productivity to meet service, quality, and timeliness standards.
• Work across business lines with internal and external stakeholders, including Claims, medical and vocational resources, Underwriting, Legal, Compliance, offshore partners, and reinsurers.
• Focus on self-development, embrace feedback and change, and collaborate to improve processes, tools, and the customer experience.
• Resolve complex problems and client issues through timely, thoughtful decisions.
• Serve as the escalation point and approval authority for complex, high-exposure, and adverse waiver of premium and accelerated benefit decisions, including approvals, continuations, suspensions, and terminations.
• Analyze Life policy and rider provisions, definitions of disability, accelerated benefit eligibility criteria, and medical, vocational, financial, functional, and other issues.
• Ensure appropriate ongoing claim reviews, including recertifications and changes in the definition of disability over the life of a claim.
• Ensure timely, accurate communications and decision rationale that represent Guardian's values.
• Make accurate claims decisions in a time-sensitive, fast-paced environment while following regulatory guidelines, internal standards, and reinsurance requirements.
• Use inventory, quality, and audit results to identify trends, risks, and improvement opportunities, and report results to leadership.

Benefits

• Support and flexibility to achieve professional and personal goals.
• Skill-building and leadership development opportunities.
• Philanthropic opportunities.
• Contemporary, supportive, flexible, and inclusive benefits and resources for eligible full-time employees.
• Potential eligibility for annual, sales, or other incentive compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED