Boston Mutual Life Insurance · 2 months ago
Director - Claim Services
Canton, MA, US
Full-time
Hybrid
Director/Executive
$114K/yr - $171K/yr
7+ years expBoston Mutual Life Insurance is a progressive life insurance company dedicated to offering financial peace of mind to working Americans and their families. The Director – Claim Services is responsible for managing the Claims Service team for Life and Accident Claims, overseeing operations, ensuring regulatory compliance, and enhancing customer experience. This role involves strategic direction, financial management, compliance, reporting, and team management.
Financial ServicesInsurance
Responsibilities
Directs and oversees the handling of all insurance claims
Ensure timely and accurate claim processing
Implements processes and procedures for all aspects of claims
Address and resolve complex customer issues and escalations
Consults with Legal and other experts to direct investigations and resolve complex and litigated claims
Develops and implements claims department policies, procedures, budgets and goals in alignment with the corporate strategy
Monitor claim processing and ensure accurate financial reporting
Work with finance teams to reconcile accounts and manage cash flow related to Claims payments
Implement and oversee claim payment plans and structures
Identifies emerging issues and trends in claims that may impact company practices and processes
Ensure all Claim processing activities comply with regulatory requirements and company policies
Stay informed about changes in regulations affecting Claim services
Develop and implement risk management strategies to minimize financial and operational risks working closely with Underwriting and Legal to teams
Develop and monitor key performance indicators (KPIs) related to Claim services
Prepare regular reports on Claim stats, reconciliations, and financial performance
Analyze data to identify trends, opportunities for improvement, and areas of concern
Manage the overall performance of the entire Claim Services Team
Conduct performance reviews, quality assessments, and individual coaching meetings to support team member growth and development
Encourage collaboration among the leadership team within the Customer Experience department to support cross-team strategies, problem solving and workflow efficiency
Foster a positive employee culture; including coaching and motivating employees to perform at their best
Provide guidance and support to team members in handling complex cases through effective deployment of the Lead staff position
Monitor and adjust staffing and work assignments, including scheduling, time and attendance, in order to meet business needs
Collaborate closely with the Lead positions to develop and improve/maintain team efficiency, quality and training
Participate in the budget process and perform periodic analysis of staffing needs as required
Develop, monitor and provide regular reports reflecting results compared against departmental KPIs
Lead the documentation of procedures, identifying areas for improvement and fostering knowledge sharing within the team
Resolve escalated issues by effectively interacting with internal and external Customers
Supporting, developing and executing the company's strategic business plans
Represent the team in special projects and meetings as required
Qualification
Required
College degree (Business Administration, Accounting) preferred; 7+ years' experience
Minimum of 7 years of equivalent business experience required
5+ years of leadership experience required
Extensive knowledge in Insurance contracts, guidelines, practices and procedures
Excellent interpersonal skills and the ability to effectively build and extend relationships
Demonstrated proactive approaches to problem-solving with a strong decision-making capacity; demonstrated ability to take initiative with a 'can do' attitude
Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to context, substance and detail
Excellent written/verbal communication skills
Shows initiative with the ability to create and implement changes that will improve workflow
Exceptional skills using MS Office
Preferred
Working knowledge of Boston Mutual insurance products as well as administrative systems and process preferred
LOMA or other insurance designation preferred
Benefits
Hybrid Work Model
Company
Boston Mutual Life Insurance
Boston Mutual Life Insurance Company
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Grant Ward
President and COO
Recent News
2025-11-19
Company data provided by crunchbase