Position Summary
The Manager of Claims Client Liaison Services is responsible for leading a team that provides claims support, advocacy, and relationship management for national account customers across all Workforce Benefits product lines. This role ensures internal and external claims inquiries are resolved accurately, consistently, and within established service standards while enhancing the overall customer experience and reducing unnecessary claim examiner involvement.
The Manager oversees team performance, workload prioritization, capacity planning, employee development, and service delivery while serving as a senior escalation point for complex customer and claims-related matters. This position partners closely with Claims Operations leadership, Claims examiners, Account Management, Sales, Implementation, and other cross-functional stakeholders to improve service effectiveness, strengthen customer relationships, and drive operational excellence.
Success in this role requires strong people leadership, deep claims expertise, sound business judgment, exceptional communication skills, and the ability to lead performance in a fast-paced, high-volume service environment.
Key Responsibilities
Team Leadership & Talent Development
- Lead, coach, develop, and retain a team of Claims Client Liaisons, fostering a collaborative, customer-focused culture centered on accountability, inclusion, and continuous improvement.
- Establish and monitor service standards related to quality, responsiveness, documentation, escalation management, and customer satisfaction.
- Conduct performance management activities, including coaching, feedback, development planning, and succession planning.
- Manage workload distribution, account assignments, staffing capacity, and prioritization to ensure timely and effective customer support.
Service Delivery & Escalation Management
- Ensure customers, brokers, consultants, and field partners receive timely, accurate, and consultative claims support.
- Serve as the primary leadership escalation point for complex, sensitive, or high-impact customer, service, and claims issues.
- Identify emerging service risks, recurring concerns, and customer trends, implementing proactive solutions to mitigate issues.
- Partner with Account Management, Claims, Implementation, Sales, and other stakeholders to support customer meetings, stewardship reviews, capabilities presentations, and critical escalations.
- Monitor service performance metrics including response times, turnaround times, service quality, and customer feedback, implementing corrective actions as needed.
Claims Operations & Continuous Improvement
- Lead claims engagement activities during implementation and onboarding to ensure customer requirements, service expectations, and operational processes are clearly defined and documented.
- Partner with Claims leadership and cross-functional teams to identify service gaps, training opportunities, and process improvement initiatives.
- Analyze claims trends, operational metrics, and customer feedback to identify opportunities for improved efficiency, risk mitigation, and enhanced service delivery.
Required Qualifications
- 5 or more years of progressive experience in insurance claims, claims operations, customer service, or account management.
- Bachelor's degree or equivalent combination of education and relevant work experience.
- Prior people leadership and claims management experience within the insurance industry is required.
- Strong knowledge of disability, leave, life, and/or workforce benefits claims operations.
- Experience managing escalations and complex customer relationships.
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Qualifications
We empower inclusion
At Symetra, we aspire to be the most inclusive insurance company in the country. We're building a place where every employee feels valued, respected, and has opportunities to contribute.
Inclusion is about recognizing our assumptions, considering multiple perspective, and removing barriers. We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our efforts here.
Why Work at Symetra
“I chose Symetra because I heard it was a pro-employee company—and it’s absolutely true. The work environment is supportive, the people are great, and the benefits are generous. Symetra truly cares about its employees. The relaxed atmosphere and opportunities to learn and grow—both within your role and beyond—make it a great place to build your career.” - Alicia L., Claims Examiner
What we offer you
We don’t take a “one-size-fits-all” approach when it comes to our employees. Our programs are designed to make your life better both at work and at home.
- Flexible full-time or hybrid telecommuting arrangements
- Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%
- Paid time away including vacation and sick time, flex days and ten paid holidays
- Give back to your community and double your impact through our company matching
- Want more details? Check out our Symetra Benefits Overview
Work Authorization
Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.
Please review Symetra's Remote Network Minimum Requirements:
As a remote-first organization with a cameras-on culture, reliable internet connectivity is important to how we connect, collaborate, and serve our customers. To support a positive experience for both employees and customers, Symetra has the following standards for employees' internet connection:
- Minimum Internet Speed:100 Mbps download and 20 Mbps upload, in alignment with the FCC's definition of "broadband."
- Internet Type:Fiber, Cable (e.g., Comcast, Spectrum), or DSL.
- Not Permissible:Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up.
When applying to jobs at Symetra you'll be asked to
test your internet speed and confirm that your internet connection meets or exceeds Symetra's standard as outlined above.
Identity Verification
Symetra is committed to fair and secure hiring practices. For all roles, candidates will be required (after the initial phone screen) to be on video for all interviews. Symetra will take affirmative steps at key points in the process to verify that a candidate is not seeking employment fraudulently, e.g. through use of a false identity.
Failure to comply with verification procedures may result in:
- Disqualification from the recruitment process
- Withdrawal of a job offer
- Termination of employment and other criminal and/or civil remedies, if fraud is discovered
— Sarah J.
·
Marketing Manager
★★★★★
Verified
