Claims Team Lead

Job Description:

Position Overview

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.

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).

Skills and Abilities

· 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.

Education

· H.S. Diploma or Equivalent Required

· Bachelor's Degree Preferred

Experience

· 5+ years of experience with variable and fixed life and/or annuity products, processes and transactions.

· Direct people leadership experience required.

· Demonstrated experience leading teams to meet SLA, quality, and compliance standards in a regulated environment

Licenses

· FINRA Series 6 and/or 26 Preferred

· Industry certifications, such as FLMI, ALHC, HIAA or other related designation Preferred

Base Salary Range: $75,000 - $85,000
 

All Penn Mutual employees exemplify our Shared Commitment:

Doing what’s right today, together, for the promise of a brighter tomorrow.
The feelings are mutual: Care. Respect. Belonging.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship, age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law. Leaders may, at their discretion, change the responsibilities in this position description at any time due to reasonable accommodation and/or other business reasons.

About the Penn Mutual Life Insurance Company

Penn Mutual helps people become stronger. Our expertly crafted life insurance is vital to long-term financial health and strengthens people’s ability to enjoy every day. Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses. We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.

 

For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.