Customer Claims Advocate

Manhattan Life Insurance and Annuity Company was founded in 1850, the Company’s longevity makes it one of the oldest and most reliable health and life insurance companies in the country. Operating successfully for over 175 years is a testimony to Manhattan Life’s enduring history, and an indicator of the reliability of our future. Manhattan Life’s headquarters are in Houston, TX and the company is continually growing with multiple office locations nation-wide.

Manhattan Life offers attractive employee benefits starting day one, including immediate coverage under our health, dental and vision plans. We offer flexible schedules, including shortened hours on Fridays, free parking, company-wide events, professional development (LOMA testing) and a company-wide wellness program.

Job Description

Manhattan Life Insurance and Annuity Company was founded in 1850, the Company’s longevity makes it one of the oldest and most reliable health and life insurance companies in the country. Operating successfully for over 175 years is a testimony to Manhattan Life’s enduring history, and an indicator of the reliability of our future. Manhattan Life’s headquarters are in Houston, TX and the company is continually growing with multiple office locations nation-wide.

Manhattan Life offers attractive employee benefits starting day one, including immediate coverage under our health, dental and vision plans. We offer flexible schedules, including shortened hours on Fridays, free parking, company-wide events, professional development (LOMA testing) and a company-wide wellness program.

Manhattan Life is seeking a Customer Claims Advocate to support our organization's Claims team. As a Customer Claims Advocate, you will demonstrate excellent service to resolve customer inquiries and issues in a timely manner. You will proactively assist the Insured to obtain documents from medical providers and their primary insurance company. This role involves determining coverage and applying policy language to calculate benefits.

Experience working with insurance or working in a financial setting is preferred but not required. On the job training will be provided to the candidates that are selected for this position. The successful completion of LOMA designations is also preferred but not required.

• Answer inbound calls to educate and assist customers regarding their claim.
• Research complex claims previously or currently being processed and explain benefit details.
• Handle escalated calls with empathy and dedicated service.
• Coordinate with our Insured, their medical provider or primary insurance company for required documentation.
• Evaluate claims based on documentation received and provide timely follow-ups for claims being adjudicated.
• Process insurance claims with adherence to company policies and contract provisions in full accordance with the law.
• Make decisions and ensure the successful resolution of inquiries and complaints by preparing accurate and timely activity reports.
• Communicate via written correspondence or e-mail to claimants.

Associate's degree, an Internship, or prior work experience in a corporate insurance or financial office is preferred.

• Inbound customer service experience, preferably in an insurance or financial setting.
• Professionals able to project a clear, confident and friendly voice on the phone understanding that our customers are reaching out to get an answer or request service at an important time in their lives.
• Call center experience is a plus.
• Bilingual is a plus as we have many customers who prefer to speak Spanish.
• Intermediate Word and Excel skills are preferred.
• Ability to…