Life Claim Specialist at MassMutual

As a Life Claims Specialist you will work with beneficiaries, attorneys, trustees, executors, financial advisors, etc. through email, phone and written correspondence to adjudicate death claims.  In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

The Team

The Life Claims team manages the overall end-to-end process, from initial claim notification to approval and disbursement of the proceeds to our beneficiaries.  The team is comprised of examiners, senior examiners and consultants.  Accountability, Business Acumen, Communication and Inclusion are key competencies shared amongst this successful group.  As a highly adaptable team, we utilize process improvements, data and technology solutions to meet our customers’ needs.  We have transformed our operating model to meet our vision of delivering a personalized and exceptional claims experience when it matters most.

The Impact

The Life Claims Specialist role requires a willingness to be innovative and explore continuous improvement opportunities.  Successful candidates will provide industry-leading customer service on a daily basis.

The Key Responsibilities:

• Upon first notice of loss, make initial contact with the beneficiary, advisor, or legal representative to establish rapport, set expectations, review claim requirements, and answer claim related questions.

• Adjudicate complex claims including but not limited to Trusts, Foreign Deaths, Estates, Collateral Assignments and Complex Manner of Death (I.e., Homicide, Suicide, Accident, Pending Investigation, etc.)

• Assess specific client needs to determine best service requirements to deliver timely, effective, and empathetic service.

• Demonstrate care, compassion, and empathy.

• Involve advisor to assist with timely submission of claim requirements as needed, or at advisor’s request.

• Provide timely status updates and respond to customer inquiries throughout the claim experience through phone, email, written communication, etc.

• Be knowledgeable on all payment options; clearly explain and confirm with beneficiary, advisor, or legal representative as appropriate during initial and subsequent contacts.

• Assist claimant with coordinating timely receipt of pending claim requirements as needed. (i.e., death certificate, divorce decree, trust/estate documents, etc.)

• Effectively partner with independent vendors and business partners to obtain the necessary information and relevant claim inquiries needed to complete a timely and quality investigation pursuant to case specific factors.

• Be knowledgeable on requirements related to legal issues, foreign deaths, and other matters requiring further investigation or consultation. Follow referral protocol to the appropriate business support resource in a timely manner. (I.e., SIU, Legal, Underwriting, Consultant, etc.)

• Ability to recognize and understand the provisions of policy riders. (I.e., ADB, CIA, IPA, OIR, etc.)

• Provide accurate values, current and future state on varying policy types to allow for informed decisions.

• Takes initiative to analyze and compile recommendations prior to presenting questions.

• Utilize resources to approve claim for payment based on in good order requirements.

• Prioritizes and balances time, actions, resources, and initiatives to ensure results are achieved.

• Participates in initiatives, such as but not limited to problem solving, documentation, Kaizen Events, and Projects.

The Minimum Qualifications

• 1+ years of customer service experience (or Undergrad Degree in lieu of experience)

• 1+ years experience processing and/or adjudicating claims

• High School Diploma or equivalent

The Ideal Qualifications

• 2+ years of Examiner Experience

• College Degree

• Experience with processing and/or adjudicating Life Insurance claims

• Demonstrated history of strong performance and attendance

• Proficiency with Microsoft Office Suite

• Strong verbal and written communication skills

• Independent/critical thinking skills

• Experience in Financial Services

• Excellent communication skills and customer satisfaction results

• Well versed in customer advocacy such as demonstrating empathy and managing difficult conversations.

• Able to work in a fast paced, metric driven environment with proficiency in multitasking and navigating multiple systems

What to Expect as Part of MassMutual and the Team 

• Regular meetings with the Life Claims team

• Focused one-on-one meetings with your manager 

• Access to mentorship opportunities  

• Networking opportunities including access to Asian, Hispanic/Latinx, African American, Women, LGBTQ, Veteran and Disability-focused Business Resource Groups 

• Access to learning content on Degreed and other informational platforms 

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