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This role focuses on reviewing, validating, and managing bereavement claims with accuracy, professionalism, and empathy. You will work closely with mortuary and funeral service providers, internal partners, and associates to ensure claims are processed with integrity and within established service-level agreements. This position operates Monday through Friday during standard business hours aligned to the candidate’s time zone, typically between 7:00–9:00 AM start and 4:00–6:00 PM end times.
Responsibilities
Conduct deep-dive investigations into bereavement claims to ensure accuracy and compliance.
Manage a caseload of approximately 25 cases per week (5 per day) once fully ramped.
Own each case end-to-end, ensuring timely follow-up and resolution.
Meet the team’s current SLA of 10 business days to close a case.
Engage professionally with mortuary and funeral sites to verify information.
Take inbound and make outbound calls to employees, providers, and other stakeholders using established communication systems.
Partner with the Worldwide Operations Security team on claim integrity and site-related escalations.
Coordinate with My HR Live Support team, which handles initial frontline conversations before cases transition to the investigation team.
Participate in a structured 5-week training, nesting, and ramp period (timing may vary slightly).
Achieve 75% of case expectations by the end of the ramp period.
Reach full productivity and SLA compliance after training.
Requirements
Strong time management and organizational skills.
Ability to own and manage all aspects of a case independently.
Professional communication skills, both verbal and written.
Curiosity and a 'seek to understand' mindset.
Experience in Human Resources, investigations, loss prevention, or similar analytical roles.
Strong reading comprehension, writing, and analytical abilities.
Critical thinking and deep dive problem-solving skills.
Ability to navigate multiple systems and tools simultaneously.
Proficiency with Microsoft Office, including Excel and Microsoft 365.
Nice-to-haves
Prior investigative experience (HR, security, loss prevention, compliance, etc.).
Experience handling sensitive or confidential information.
Familiarity with high-volume case management environments.
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
