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. 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.