Group Benefits Care & Operations Manager

Bankers Fidelity Life Insurance Company®; Brookhaven (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Atlantic American Corporation in Brookhaven, GA seeks a Manager of Group Customer Care to oversee all aspects of group voluntary benefits administration—onboarding, EDI, billing, and claims support—leading a team delivering exceptional service to internal stakeholders and external customers.

The role emphasizes process improvement, regulatory compliance, and collaboration with underwriting and sales to ensure accurate, efficient operations and outstanding customer service.

Qualifications

• Minimum two to four years of experience in Group Insurance operations.
• Three or more years of experience leading insurance operations with a focus on group life and health products.
• Bachelor’s degree in Business Administration, Insurance, Finance, or related field (Master’s degree preferred).
• Strong understanding of the life and health insurance industry, insurance policies, claims processing, underwriting, risk management principles, privacy, and regulatory compliance.
• Experience in leading cross-functional teams and managing operations to drive efficiency and exceptional customer service in a complex operational environment.
• Demonstrated expertise training, developing, coaching, and mentoring a diverse team.
• Experience in process improvement and workflow optimization using process-improvement methodologies such as Six Sigma or Lean is preferred.

Responsibilities

• Operational Oversight: Manage day-to-day operations of group policy administration, billing, customer service, account management and claims inquiries to ensure adherence to company policies, regulatory requirements, and service level agreements.
• Team Leadership: Lead and mentor team members. Foster a culture of collaboration, continuous improvement, and customer-centricity.
• Training and Development: Develop training programs and resources for new hires as well as ongoing skills enhancement for current team members.
• Process Improvement: Identify opportunities to streamline operations, enhance efficiency, and improve quality through process redesign, automation, and implementation of best practices.
• Financial Management: Oversee financial transactions related to premiums, claims payments, and reimbursements. Ensure accuracy, compliance, and efficient funds management.
• Customer and Agent Support: Collaborate closely with customer service teams to resolve escalated issues, provide guidance on complex cases, and ensure timely resolution of customer and broker inquiries. Deliver strong and strategic relationship management, communication, and reporting.
• Policy Support: Work closely with underwriting teams to review and assess policy applications, endorsements, and renewals. Ensure accuracy and compliance with underwriting guidelines.
• Risk Management: Monitor and assess operational risks, develop mitigation strategies, and implement controls to safeguard company assets and maintain regulatory compliance.

Skills

Analytical Skills

Attention to Detail

Communication

Process Improvement

Time Management

Leadership

Technical Skills

Integrity

Adaptability

Collaboration

Customer Service

Education

Bachelor’s degree in Business Administration, Insurance, Finance, or related field

Master’s degree preferred

Tools

Microsoft Office Suite

Job description

Atlantic American Corporation in Brookhaven, GA seeks a Manager of Group Customer Care to oversee all aspects of group voluntary benefits administration—onboarding, EDI, billing, and claims support—leading a team delivering exceptional service to internal stakeholders and external customers.

The role emphasizes process improvement, regulatory compliance, and collaboration with underwriting and sales to ensure accurate, efficient operations and outstanding customer service.