Claims Processing Team Lead

Group 1001 • Zionsville, IN

1d

About The Position

The Claims Processing Team Lead is a subject matter expert who supports Delaware Life Operations claims processes and team members. The role includes managing claims workflows; training and supporting new and existing team members; identifying improvement opportunities; developing and maintaining procedural documents; and supporting 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 Team Lead oversees claims from intake through document review, validation, decision, and payout, ensuring accuracy, timeliness, and compliance. The role also monitors claims volume, inventory, aging, trends, and team performance measures; coaches and trains team members; maintains standard operating procedures and job aids; and helps resolve complex, contested, sensitive, or escalated claims 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.
• Attention to detail, with a meticulous and curious approach.

Nice To Haves

• Experience with death claims, beneficiary payouts, or similar claims processing (strongly preferred).
• 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

• Serve as a subject matter expert for claims processing tasks and responsibilities.
• Lead or assist with claims workflow management.
• Monitor incoming claim volumes, inventory, aging, and trends, and coordinate resources proactively and reactively.
• Oversee claims from intake through document review, validation, decisions, and payout.
• Ensure claims are processed accurately and timely.
• Ensure claims processing complies with 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.
• Build knowledge of upstream and downstream functions and departments to support decision-making.
• Coach team members on processes, conduct process observations, and deliver training to improve efficiency, effectiveness, and the beneficiary experience.
• Help develop and maintain claims processing standard operating procedures and job aids.
• Help address escalated issues, including complex, contested, or sensitive claims, and lead resolution efforts.
• Communicate with beneficiaries and families and resolve issues as appropriate with empathy and professionalism.
• Perform other duties as assigned.

Benefits

• Health insurance plan options for eligible employees and their families.
• Dental insurance plan options for eligible employees and their families.
• Vision insurance plan options for eligible employees and their families.
• Basic and Supplemental Life Insurance.
• Short- and Long-Term Disability.
• Employee Assistance Program, available to all employees regardless of hours worked, with no enrollment required.
• Wellness programs, available to all employees regardless of hours worked, with no enrollment required.
• 401(k) plan with company matching contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level