Remote Case Manager-Investigations

About the position This role is dedicated to reviewing, validating, and managing bereavement claims with a focus on accuracy, professionalism, and empathy. The position involves collaboration with mortuary and funeral service providers, as well as internal partners and associates, to ensure claims are processed with integrity within established service-level agreements. Operating Monday through Friday during standard business hours, the schedule aligns to the candidate’s time zone, typically starting between 7:00–9:00 AM and ending between 4:00–6:00 PM. Responsibilities • Conduct deep-dive investigations into bereavement claims to ensure accuracy and compliance. • Engage in seek-to-understand conversations with employees during investigations. • Manage a caseload of approximately 25 cases per week, with around 5 cases per day once fully ramped. • Own each case from start to finish, 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 for initial frontline conversations before cases transition to the investigation team. • Participate in a structured 5-week training, nesting, and ramp period to achieve full productivity and SLA compliance. Requirements • Professionalism and tact in conducting employee interviews, ensuring respectful and objective interactions. • Strong time management and organizational skills. • Ability to manage all aspects of a case independently. • Excellent verbal and written communication skills. • 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 Suite, including Excel and Microsoft 365. Nice-to-haves • Prior investigative experience in 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) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Apply tot his job Apply To this Job