Claim Support Representative

Claim Support Representative

All Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time.

The following statements represent what Boston Mutual stands for – it is what makes us different and better in the market we serve.

• We are FOR being a progressive life insurance company offering financial peace of mind to working Americans and their families.
• We are FOR providing practical and affordable products designed for those we serve.
• We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance.
• We are FOR providing a personalized customer experience to our policyholders and producers.
• We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.

We do our best to:

• Demonstrate a desire to assist
• Listen for understanding and respond empathetically
• Explain things in a manner that is easy to understand
• Be knowledgeable students of our business
• Take full ownership to resolve questions and issues
• Be professional, polite and courteous
• Leave our customers and associates "better than where we found them"

The Claim Support Representative reports directly to the Claim Support Manager.

The Claim Support Representative is responsible for providing timely support to the Claim Services Department while demonstrating the highest levels of service professionalism in all they do.

The Claim Support Representative is expected to:

• Prepare items for imaging, including new claims, correspondence, closed claim files, and notification of claims.
• Provide back up to data imager.
• Index relevant items for pending and closed claims.
• Sort all Claims Services mail.
• Pull claim files associated with incoming mail and deliver to Examiners for handling.
• Scan correspondence, medical records and other claim forms and correspondence.
• Photocopy pertinent items such as death certificates, envelopes, claim forms.
• Provide statistical reporting of mail and pending mail.
• Research returned mail.
• Set up new claims as needed.
• Distribute claim kits as requested
• Handle routine status Customer Service Calls, document calls and refer complex call to the Examiners.
• Mail claim checks.
• Retrieve, review, and distribute faxes and emails received via the claim department inbox.
• Typing of letters as requested.
• Look ups on MASS.DOR/CSLN/LEXIS NEXIS.
• Other duties and special projects as required.

Other Information:

Hybrid Work Model At our Canton location, employees will be on site Monday - Thursday. At our Omaha location, employees will be on site 2 days per week. Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace.