Claims Processing Team Lead

Group 1001•Zionsville, IN

About The Position

The Claims Processing Team Lead is a subject matter expert supporting Delaware Life Operations’ claims processes and team members. The role manages claims workflows, trains and supports team members, identifies process improvements, maintains procedural documents, and supports system changes and enhancements. At least 50% of the role is spent processing claims, including death claims, beneficiary payouts, and related servicing activities. The Team Lead works with the broader management team to provide beneficiaries, families, agents, and internal service partners with a high level of service. The position oversees claims from intake through payout, ensuring accurate and timely decisions and compliance with applicable regulatory requirements. It also monitors team performance, provides coaching and training, helps resolve escalated or sensitive claims, and communicates with beneficiaries and families with empathy and professionalism.

Requirements

At least 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.
Strong attention to detail and curiosity about how things work.

Nice To Haves

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

Responsibilities

Act as a subject matter expert for claims processing tasks and responsibilities.
Lead or assist with claims workflow management by monitoring incoming volumes, inventory, aging, and trends, and coordinating resources proactively and reactively.
Oversee claims from intake and document review through validation, decisions, and payout, ensuring accuracy and timeliness.
Ensure 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 team and individual performance measures, including turnaround time, quality, accuracy, and service-level metrics.
Identify process improvement opportunities and help develop and implement solutions, building knowledge of upstream and downstream functions and departments to support decisions.
Provide process coaching, conduct process observations, and deliver training to improve team efficiency, effectiveness, and the beneficiary experience.
Help develop and maintain standard operating procedures and job aids for claims processing.
Assist with escalated complex, contested, or sensitive claims and lead resolution efforts, owning communication and resolution as appropriate.
Perform other duties as assigned.