Claims Team Lead

Penn Mutual•Philadelphia, PA

About The Position

The Claims Team Lead is 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. The Claims Team Lead collaborates closely with Claims leadership and cross-functional stakeholders (e.g., Compliance, Legal, Underwriting, Contact Center) 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.

Requirements

Working knowledge of life insurance, annuity, and/or RPS claims processes, policy/contract provisions, and applicable regulatory requirements.
Demonstrated ability to lead a team using clear expectations, coaching, performance management, and accountability practices.
Strong analytical skills with the ability to interpret metrics, identify root causes, and translate insights into sustained performance improvements.
Detail oriented with proven ability to manage competing priorities in a fast-paced environment while maintaining accuracy and customer service.
Strong written and verbal communication skills; effective at communicating decisions, escalation outcomes, and process changes with clarity.
Collaborative relationship-builder who can partner across departments and manage stakeholder expectations.
Experience with claims systems and digital tools; ability to document, track, and report operational performance accurately and thoroughly.
Proficiency adopting AI tools (especially Microsoft Copilot) to streamline work, improve communications, and enhance reporting/knowledge management in a compliant way.

Nice To Haves

FINRA Series 6 and/or 26 Preferred
Industry certifications, such as FLMI, ALHC, HIAA or other related designation Preferred

Responsibilities

Actively monitor inbound calls and processing to ensure service level agreements and regulatory requirements are met.
Promote a culture of care, ownership, and accountability for self and others by setting clear expectations, reinforcing best practices, and coaching associates to take end-to-end responsibility for their work and decisions.
Foster engagement, inclusion, and retention through regular feedback, recognition, and career development conversations.
Perform quality review of tasks performed, provide feedback and coaching to staff, and provide hands-on support when necessary.
Continuously evaluate and strengthen metrics for reporting and process tracking.
Work with leadership to develop business processes and service standards.
Oversee and manage daily workflow ensuring efficiency, accuracy, and timely completion of tasks for the Claims team.
Monitor and track data related to various initiatives, ensuring accurate reporting and analysis to measure effectiveness and drive strategic decision-making.
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 inbound or outbound calls with 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.
Promote the use of AI applications, like Microsoft Copilot, across the team to enhance operational efficiency of the team and drive business results where appropriate.
Perform various other related duties, assignments and special projects as assigned.
Ability to work between the hours of 8:30am and 6pm ET (hours may vary).