Claims Director

Claims Director

Full Time

Waco, TX

Position Summary

The Claims Director ensures claims are handled accurately, fairly, consistently, and within applicable contractual and regulatory timeframes. The Director develops the capability and engagement of the claims team, strengthens processes and controls, and partners across the company to support the needs of employer groups, beneficiaries, and worksite distribution partners. This role also provides operational leadership through the administrative system conversion and ongoing process changes.

Role Responsibilities

• Lead the day-to-day operation and performance of the Claims Department, including staffing, workload distribution, service standards, quality, training, escalations, and budget management.
• Build a capable, accountable, and collaborative team through clear expectations, coaching, mentoring, timely feedback, performance management, and succession planning.
• Oversee life insurance claim reviews including complex or escalated claims and approve claims and payment of proceeds within delegated authority and established controls.
• Ensure claims are handled consistently with policy provisions, applicable state requirements, company procedures, and prompt payment standards; identify and address risks, errors, and service issues.
• Support the Claims Department’s operational work related to the administrative system conversion, including coordinating departmental capacity, prioritization, requirements and workflow review, user acceptance testing, data and process validation, training, issue escalation, and post-implementation stabilization.
• Partner with Claims Investigation, which handles contestable claims and Death Master File (DMF) searches, to support effective referrals, clear handoffs, and timely resolution. This position does not own the investigation function.
• Establish annual goals for direct reports and conduct regular check-ins and performance reviews.
• Coordinate with Legal or outside counsel on claims-related litigation; prepare or oversee the preparation of relevant claim documentation and records.
• Adapt to changing business needs and perform other essential duties as assigned.

Basic Qualifications

• Ability to maintain good working relationships with customers, home office staff, and agents by demonstrating professionalism and integrity.
• Proficiency with standard office technology and the ability to work at a computer for extended periods and handle escalated telephone calls.
• Ability to read and understand medical terminology contained in records relevant to life insurance claims.
• Demonstrate people-leadership experience, including coaching, developing, and holding team members accountable; ability to improve morale, collaboration, and consistent performance.
• Strong written and verbal communication skills, including the ability to explain technical or adverse claim decisions clearly and professionally to beneficiaries, employer contacts, agents, and internal partners.
• Knowledge of life insurance claims practices, applicable state requirements, claim documentation, and prompt-payment expectations.
• Experience with FAST administration system is preferred but not required.
• A background check is required and must be successfully completed prior to employment.

Required Education / Certifications

College degree and/or equivalent job experience of 5-10 years

Location

Waco, TX

This role is required to be in office 5 days a week

Base salary/hourly rate range for this position in Texas is between $75,000 and $95,000. Please note that specific compensation decisions are based upon a variety of job-related factors as permitted by law, including geographic location, credentials, skills, education, training and experience.

To All Recruitment Agencies: Please do not send any resumes or solicitations regarding open positions to Texas Life employees unless you have been requested to work on this position or other positions with Texas Life; please reach out to your main point of contact. Texas Life is not responsible for any fees related to unsolicited resumes.

Texas Life is an Equal Opportunity Employer

Texas Life Insurance Company strives to attract, develop, and retain a diverse workforce.

We are committed to providing an inclusive and accessible work environment where all associates feel valued, respected, and supported.

Our commitment to inclusivity is reflected in the safeguards, policies and commitments we have in place to remove barriers and provide equal opportunities to prospective and current associates, without discrimination.

A Human Resources representative is available to consult with applicants who require accommodation in the application or recruitment process. Any information shared by the applicant about accommodation will be treated as confidential.