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Claims Processing Manager
New York Life Insurance
Dallas, TX, United States
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New York Life Insurance Company is the largest mutual life insurance company in the United States. Founded in 1845 and headquartered in New York City, New York Life reported 2017 operating earnings of $2.06 billion. Total assets under management at year end 2017, with affiliates, totaled $586 billion.
New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+ (Source: Individual independent rating agency commentary as of 8/1/17).
Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company’s decisions and actions for over 170 years.
Are you a personable, customer-service oriented individual? Are you interested in helping people protect their future? Are you interested in a career with an industry leader? If so, New York Life Insurance Company may be the company for you.
For more than 170 years, New York Life has kept every promise made to our policyholders and their loved ones - whether to help pay for final expenses, send a child to college, or create an inheritance.
We are now looking for a Claims Processing Manager to join our Claims Processing team. The Claims Processing Manager is responsible for supporting the delivery of a positive customer experience for our beneficiaries, agents as well as prospective and current policyholders of New York Life. The Claims Processing Manager will oversee a team of 8-15 direct reports who's primary focus will be processing claim payments. They are expected to spend a majority of their time coaching, developing, and supporting their employees.
The manager will foster an environment that enables their team to provide a positive and low effort customer experience. They oversee line-of-business work requests. The Claims Processing Manager will report to their Corporate Vice President action plans and deliverables regarding targets, standards and deadlines to positively impact the achievement of department and company objectives. They set clear expectations for their team and monitor employees' performance against goals on an ongoing basis; providing feedback, recognition, corrective action, etc.
Primary Responsibilities:
Leading:
• Demonstrate how employees' work contributes to overall departmental and Company goals
• Foster an environment in which differences and unique perspectives are encouraged and valued
• Keep employees informed by communicating in a clear, candid, and timely manner
• Support and drive a continuous improvement mindset among their teams
• Promote effective team work and collaboration and motivate employees to achieve goals
Coaching:
• Hold Regularly schedules one-to-one meetings with employees as well as weekly staff meetings with team
• Provide ongoing informal coaching and/or 'knee-to-knee' coaching
• Spend time out on the floor, interacting with employees and assisting them as needed
Performance Review and Development:
• Clearly communicate expectations and provide necessary resources to ensure potential for success
• Work with employees to set yearly goals and expectations and complete mid-year and year-end reviews
• Monitor employees' performance against goals on an ongoing basis and provide appropriate feedback
• Identify training, stretch assignments, rotations, etc. for employees
Workforce Planning and execution:
• Develop plans and work with WFM to identify and address short- and long-term staffing needs
• Work with HR on recruiting strategy; review resumes, interview candidates, and approve offers
• Manage time-off planning, including vacation scheduling, leaves, etc.
Quality and Call Monitoring:
• Review quality results with employees; identify deficiencies, trends, and potential training needs
• Listening to recorded outbound calls and providing feedback
Qualifications:
• Bachelors Degree, 3.0 GPA preferred
• A minimum of 3+ years coaching experience preferred
• Knowledge of both Life and Annuity products preferred
• Strong leadership and management skills
• Demonstrated track record of accelerated learning capability to effectively lead
• Proven ability to work in fast paced environment with ability to use sound judgment to make decisions that effectively balance business priorities and stakeholder needs
• Must have a continuous improvement mindset
• Must be willing to work 9:30 a.m - 6:00 p.m.
SF:LI-JM1
EOE M/F/D/V
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