Claim Processing Manager


Date: Feb 16, 2019

Location: Cleveland, OH, US

Company: New York Life Insurance Co


A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of


Alternate locations: Dallas, TX (Texas); New York, NY (New York)


For more than 170 years, New York Life has kept every promise made to our policyholders and their loved ones - whether to help pay for final expenses, send a child to college, or create an inheritance.


We are now looking for a Manager to join our Claims Processing team.  The Claims Processing Manager is responsible for supporting the delivery of a positive customer experience for our beneficiaries, agents as well as prospective and current policyholders of New York Life.  The Claims Processing Manager will oversee a team of 8-10 direct reports who's primary focus will be processing claim payments. They are expected to spend a majority of their time coaching, developing, and supporting their employees. 


The manager will foster an environment that enables their team to provide a positive and low effort customer experience. They oversee line-of-business work requests. The Claims Processing Manager will report to their Corporate Vice President action plans and deliverables regarding targets, standards and deadlines to positively impact the achievement of department and company objectives. They set clear expectations for their team and monitor employees' performance against goals on an ongoing basis; providing feedback, recognition, corrective action, etc.   


Primary Responsibilities: 



  • Demonstrate how employees' work contributes to overall departmental and Company goals 
  • Foster an environment in which differences and unique perspectives are encouraged and valued 
  • Keep employees informed by communicating in a clear, candid, and timely manner 
  • Support and drive a continuous improvement mindset among their teams 
  • Promote effective team work and collaboration and motivate employees to achieve goals  



  • Hold Regularly schedules one-to-one meetings with employees as well as weekly staff meetings with team 
  • Provide ongoing informal coaching and/or 'knee-to-knee' coaching 
  • Spend time out on the floor, interacting with employees and assisting them as needed  


Performance Review and Development: 

  • Clearly communicate expectations and provide necessary resources to ensure potential for success 
  • Work with employees to set yearly goals and expectations and complete mid-year and year-end reviews 
  • Monitor employees' performance against goals on an ongoing basis and provide appropriate feedback 
  • Identify training, stretch assignments, rotations, etc. for employees  


Workforce Planning and execution:

  • Develop plans and work with WFM to identify and address short- and long-term staffing needs 
  • Work with HR on recruiting strategy; review resumes, interview candidates, and approve offers 
  • Manage time-off planning, including vacation scheduling, leaves, etc. 


Quality and Call Monitoring: 

  • Review quality results with employees; identify deficiencies, trends, and potential training needs 
  • Listening to recorded outbound calls and providing feedback  



  • Bachelors Degree, 3.0 GPA preferred 
  • A minimum of 3+ years coaching experience preferred
  • Knowledge of both Life and Annuity products preferred
  • Strong leadership and management skills 
  • Demonstrated track record of accelerated learning capability to effectively lead 
  • Proven ability to work in fast paced environment with ability to use sound judgment to make decisions that effectively balance business priorities and stakeholder needs 
  • Must have a continuous improvement mindset 
  • Claims processing experienced preferred but not required
  • Strong PC skills to include Word, Excel, Lotus Notes with the ability to navigate multiple applications during call handling
  • Strong accountability and customer service skills to provide exceptional service







If you have difficulty using or interacting with any portions of this Web site due to incompatibility with an Assistive Technology, if you need the information in an alternative format, or if you have suggestions on how we can make this site more accessible, please contact us at: (212) 576-5811.

Nearest Major Market: Cleveland

Job Segment: Social Media, Claims, Manager, Marketing, Insurance, Management