Job Description

AAA Life Insurance is hiring for a Manager, Claims! This role will be hybrid in our Livonia, MI location.

Why join?

Are you ready to redefine how an entire industry engages with customers? At AAA Life we leverage technology to put human connection at the heart of what we do. If you are someone who thrives on purpose and wants to make a tangible difference in people’s lives when it matters most, then AAA Life is the place for you. Join us as we grow into one of the top 5 life insurers in the US, powered by the strength of one of America’s most trusted brands. These facts showcase why we're the right choice:

• On purpose: a leading professional services firm found that the commitment, empathy and dedication of employees at AAA Life was the highest across a benchmark of top US companies
• On growth: we have the privilege to offer our products to tens of millions of Americans that are proud members of AAA
• On making a difference: we serve Americans by delivering life insurance products that make a true difference for families during their hardest times
• On culture: USA Today named us a 2024 top workplace nationwide

Who are we looking for?

We are seeking a determined and knowledgeable Claims Manager who thrives in a changing environment. You should be passionate about delivering results and stewardship of the member experience, have strong attention to detail, and able to manage people, culture and results. The ideal candidate is a natural leader with strong communication skills, capable of organizing multiple priorities, inspiring the team to deliver quick, accurate, fair and compassionate service to members. You leverage analytical skills to drive insights that illuminate strategic business decisions. Your ability to anticipate risks and manage resources effectively will be key to your success.

How will you contribute?

• Member service

• • Delivers quick, accurate, fair and compassionate service to members
  • Provides stewardships of the member experience, acting proactively to find solutions to member concerns

• Claim insights and analytics

• • Develop analytics and insights to help drive claims efficiency and effectiveness
  • Plan and coordinate claim activity and workflow
  • Build and leverage appropriate metrics to manage team performance and key business controls
  • Work with the data team to enhance reporting models and metrics to better monitor trends and claim drivers as well as individual performance
  • Integrate competitive intelligence with strategic business decisions

• Deliver key results

• • Acts with a sense of urgency and the ability to weigh multiple priorities
  • Takes ownership of role, decisions and outcomes, maintaining accountability and transparency of both successes and challenges
  • Develops and communicates a game plan for the team; develop plans, align resources, execute
  • Sets goals for the team and holds associates accountable for results
  • Ability to react to changes in volume and effectively manage team resources
  • Investigates and resolves hurdles on complicated claims concerns
  • Examines all reasonable tactics, not just the easiest solution.
  • Optimizes costs and outcomes.
  • Ability to coordinate and manage work cross-functionally; develops strong internal and external relationships

• Risk Management

• • Build and monitor control reports
  • Identifies critical pain points and key business risks
  • Proactively identify risk issues or events, take appropriate actions to minimize impact
  • Develop strategies and procedures to ensure accuracy of claim adjudication decisions
  • Monitors and ensures compliance with industry regulations, company policies and ethical guidelines

• Development and training

• • Launches and nurtures careers of managers and associates
  • Ensures consistency of implementation of best practices and procedures
  • Provides mentorship, coaching and sponsorship of associates in their career goals
  • Develops and maintains a culture of positivity, urgency and accountability
  • Delegates effectively to staff with an eye to development of the team

• Change Management

• • Embraces innovative approaches to improve customer experience and overall value proposition
  • Change agent that effectively focuses resources during times of change and transition
  • Builds a culture of continuous improvement
  • Open to automation and cutting-edge methodologies
  • Ability to formulate business questions in a way that can be solved by data or technology
  • Seeks ways to improve processes, enhance efficiency and adopt new technologies

What do you bring to the table?

• Strong business and claims knowledge with 10+ years in claims
• Determination to deliver results. Able to take on above average workloads, work effectively under pressure and manage multiple priorities
• Experience managing people (5+ years experience in leadership roles) with balanced approach to accountability and caring about the wellbeing of associates
• Strong attention to detail
• Empathy and member focus – a passion for delivering exceptional customer service and enhancing the overall member experience
• Ability to set goals and monitor performance
• Ability to think critically and make decisions under pressure
• Ability to handle sensitive situations tactfully and professionally
• Ability to adapt to changing circumstances, handle challenging situations and maintain a positive attitude
• Claims investigation – enjoys solving complex problems, developing strategies and improving processes
• Enthusiasm for leading and mentoring a team, fostering a positive work environment and driving team success
• Able to build trust by consistently delivering on promises and maintaining confidentiality
• Treat members, team members and stakeholders with respect and professionalism
• Bachelor’s degree in any field
• Successful completion of LOMA, FMLI, ICA or CSA courses preferred

What do we bring to the table?

• Hybrid work environment that promotes work-life balance
• Comprehensive medical, dental, and vision coverage starting from your first day
• Employer 401k match and employer contribution to a pension plan
• Generous PTO and paid parental leave to support your family needs
• Various social programs and community involvement initiatives backed by the company

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