Life Claims Support Manager (Onsite)

300 American Income Life Insurance Company; Waco (TX); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Health insurance

401k retirement plan

Paid holidays

Parental leave

Life insurance

Job summary

American Income Life Insurance Company is seeking an Onsite Life Claims Support Manager in Waco, Texas. You will supervise a team of claims associates, interpret contractual language, and provide leadership on complex issues to ensure timely adjudication.

You will balance daily operations with staff development, collaborate with IT on system issues, and maintain strong cross-functional partnerships to achieve organizational goals and improve productivity.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years of claims handling experience with supervisory experience a plus.
• Strong ability to interpret contractual language in Life and Accident policies.
• Proficiency with Microsoft Office Suite and enterprise systems.

Responsibilities

• Supervise a team of Life Claims Support associates and oversee daily operations to meet performance standards.
• Interpret and communicate contractual language in Life and Accident policies clearly.
• Provide leadership support to resolve complex claim issues.
• Coordinate workflow in the OnBase platform to balance workload.
• Ensure associates have tools and training to perform effectively.
• Deliver performance feedback and enable staff development.
• Collaborate with IT to address Mainframe and OnBase issues.
• Communicate escalated claims professionally with urgency and accuracy.
• Develop improvement plans and participate in strategic decision-making.
• Mentor new hires and maintain cross-functional partnerships.

Skills

Supervisory experience

Analytical thinking

Problem-solving

Communication skills

Time management

Self-directed

Adaptability

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office Suite

OnBase

Mainframe

Job description

At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better.

Role Overview:

Could you be our next Onsite Life Claims Support Manager? American Income Life is looking for a Life Claims Support Manager to join the team! This role is responsible for overseeing, leading, directing, motivating, and developing a team of claim associates and providing technical/jurisdictional direction for accurate and timely claim adjudication. Working with a high degree of autonomy, the supervisor will coordinate work tasks and ensure staff is aligned with business needs. This individual will also be responsible for building strong relationships with business partners to meet organizational goals and fostering an environment that optimizes productivity. This is a position is located in Waco, Texas.

You Will Do:

• Supervise a team of AIL Life Claims Support associates and oversee daily operations to ensure achievement of performance and productivity standards.
• Understand, interpret, and effectively communicate contractual language in Life and Accident policies.
• Provide expertise and leadership support to the team in resolving complex claim issues.
• Evaluate daily workflow in the OnBase platform and load balance claims as needed to ensure even distribution of work.
• Ensure each associate is equipped with the tools, knowledge, and resources to be successful in their role while recognizing training gaps and opportunities for retraining.
• Provide constant feedback to associates and counsel on matters of performance, attendance, and/or conduct.
• Ensure Mainframe and OnBase systems are functioning properly and partner with IT to address system issues.
• Utilize effective written and oral communication to respond professionally and with a sense of urgency to escalated claim issues received via mail, fax, or email.
• Proactively communicate with management regarding problems such as staffing, high/low work volume, emergency situations, etc.
• Identify process improvement opportunities and use logic and reasoning to compare strengths and weaknesses of alternative resolutions.
• Conceptualize innovative technical solutions that translate into efficiencies within the unit.
• Develop and maintain strong relationships with cross-functional partners in Policy Services, Customer Service, Agency Offices, and Legal to accomplish organizational goals.
• Cultivate a positive, high-performing team by modeling cultural expectations of accountability, continuous improvement, collaboration, and creativity.
• Motivate and provide development direction to team members while fostering an environment of continuous growth.
• Support culture and employee engagement activities and promote employee development.
• Delegate additional responsibilities and stretch assignments to high‑potential associates to position them for successful advancement within the organization.
• Perform off‑cycle quality review claim audits to ensure proper coding, documentation, and compliance with regulatory standards.
• Maintain and monitor a diary of questionable, sensitive, or possible fraudulent claims.
• Collaborate with management and Human Resources to develop action plans for underperforming associates and ensure adherence to progressive disciplinary guidelines.
• Write value‑based performance appraisals and conduct effective colleague performance discussions.
• Support organizational training initiatives and ensure staff is updated on mandatory role‑appropriate training.
• Complete weekly, monthly, and ad hoc reports with data interpretation to identify trends and issues to facilitate management in strategic decision‑making.
• Develop contingency plans to meet objectives during challenging circumstances (e.g., staffing shortages, high work volumes, system implementations).
• Effectively present complex information to key stakeholders to influence acceptance of innovative suggestions.
• Lead and partner on claims and other business projects as needed, concurrently with daily responsibilities.
• Partner with management to retain staff and build bench strength within the organization to achieve overall turnover goals.
• Interview, hire, and mentor new claims associates.
• Performs other duties as assigned.
• Some travel may be required.

What You Can Bring:

• Bachelor's degree from a four‑year college or university preferred, or 5-7 years of related experience and/or training, or an equivalent combination of education and experience.
• 3 or more years of claims handling experience, with supervisory experience a plus.
• Experience interpreting contractual language in Life and Accident policies.
• Strong problem‑solving, analytical, and interpretive skills with the ability to develop feasible solutions using a combination of analysis, experience, and judgment.
• High technical aptitude with the ability to learn new systems quickly, including strong proficiency in Microsoft Office Suite (Outlook, Excel, PowerPoint, Access, etc.).
• Excellent time management, oral, and written communication skills with the ability to present complex ideas to upper management in a professional manner.
• Self‑directed with the ability to make autonomous decisions, take ownership of tasks and relationships, and follow through on obligations.
• Adaptable and able to adjust plans, goals, and priorities to meet changing situations and competing demands.

How American Income Life Will Support You:

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans because your well‑being is fundamental to your performance.
• Robust life insurance benefits and retirement plans, including company‑matched 401k plan.
• Paid holidays and time off to support a healthy work‑life balance.
• Parental leave to help our employees welcome their new additions.
• Subsidized all‑in‑one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
• Company‑paid counseling for assistance with mental health, stress management, and work‑life balance.
• Continued education reimbursement eligibility and company‑paid FLMI and ICA courses to grow your career.
• Discounted Texas Rangers tickets for a proud visit to Globe Field.

Opportunity Unlimited At American Income Life, 'Opportunity Unlimited' means you decide what you are worth. As an independent contractor, you are in control. Your performance determines how much money you make and how far you take your career. Selling American Income Life products gives you the opportunity to earn as much as you desire.

At American Income Life, your voice matters.