Description

Overview

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.

Key Responsibilities

Case Management & Investigation

• Conduct deep-dive investigations into bereavement claims to ensure accuracy and compliance.
• Conduct seek-to-understand conversations with employees that take place as part of the investigations.
• 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.

Collaboration & Cross-Functional Work

• 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.

Training & Ramp Expectations

• 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.

Required Skills & Experience Soft Skills

• Ability to conduct interviews with employees with professionalism and tact, ensuring interactions are respectful, objective, and conducive to gathering accurate information.
• Strong time management and organizational skills.
• Ability to own and manage all aspects of a case independently.
• Professional communication skills, both verbal and written.
• Comfort with difficult or sensitive conversations.
• Curiosity and a “seek to understand” mindset.

Technical & Functional Skills

• 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.

Skills Case Management, Bereavement Experience, Investigations, human resources, customer service, microsoft office, Demonstrating Empathy, Time Management, Critical Thinking Top Skills Details Case Management,Bereavement Experience,Investigations,human resources,customer service,microsoft office,Demonstrating Empathy,Time Management,Critical Thinking Additional Skills & Qualifications Preferred Experience

• Prior investigative experience (HR, security, loss prevention, compliance, etc.).
• Experience handling sensitive or confidential information.
• Familiarity with high-volume case management environments.

Job Type & Location This is a Contract position based out of Richmond, TX. Pay and BenefitsThe pay range for this position is $23.00 - $23.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• 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)

Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on May 29, 2026. About Aston Carter Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without