Manager Claims

3 weeks ago

West Des Moines, United States Athene Full time

We are Athene. At Athene, we are driven to do more. We are a leading retirement services company that issues, reinsures and acquires retirement savings products designed for the increasing number of individuals and institutions seeking to fund retirement needs. We see every day as a new opportunity to measure ourselves against the best - and then we don't stop until we've set the bar even higher. We're ready to help you achieve more.

Purpose:

The Claims Manager oversees the day-to-day operations of the Claims Team, including hiring, coaching, and mentoring team members. The manager is responsible for resolving customer complaints and regulatory/compliance inquiries, and works closely with other departments, including Sales, Audit, and Compliance/Legal.

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

Will consider candidates at a Grade 50 or Grade 55 depending on experience.

Accountabilities:

  • Direct the operations of the Claims team to ensure quick and accurate transaction processing.
  • Participate in the operations of the Customer Contact Center to ensure professional and prompt response to all customer inquiries.
  • Provide leadership by establishing performance expectations, mentoring, driving results, sharing strategic direction, and communicating effectively.
  • Analyze and manage team capacity to improve operating efficiencies.
  • Monitor workflow and service levels, adjusting as necessary to meet performance standards.
  • Handle exceptions and complicated cases, considering compliance, business risks, tax and legal ramifications, and administrative costs.
  • Manage escalated customer situations promptly and professionally.
  • Participate actively in the leadership team to establish department goals, objectives, and strategic direction.
  • Support the implementation of new products, initiatives, and technologies by leading or assisting with special projects within the department.
  • Build and maintain strong working relationships with internal and external customers.
  • Ensure compliance with all policies and procedures.
  • Participate in the selection and on-boarding of new employees, and oversee their training and development.
  • Establish metrics to measure employee performance and communicate expectations to staff.
  • Serve as a resource for the claims service staff, answering questions, finding solutions to customer/claims issues, and ensuring staff is up to date on procedures and policies.


Qualifications and Experience:

  • Minimum three years of experience in a management or supervisory role, preferably within the annuities or financial services industry.
  • At least five years of related experience in claims processing, insurance, or financial services.
  • Experience with annuities and/or financial services products required.
  • Knowledge of annuity administration systems and procedures preferred.
  • Ability to collaborate and function as a strategic partner on the leadership team.
  • Strong interpersonal skills and a team-oriented mindset.
  • Excellent verbal and written communication skills.
  • Ability to convey complex information clearly and concisely.
  • Bachelor's degree or equivalent experience preferred.

Drive. Discipline. Confidence. Focus. Commitment. Learn more about working at Athene.

Athene is a Military Friendly Employer Learn more about how we support our Veterans.

Athene celebrates diversity, is committed to inclusion and is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by federal, state or local law.

PDN-9c2decf5-cd0d-4b69-a78f-7e3681585ecd

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