Individual Life Insurance Complaint Resolution Specialist - Remote

About the role

Symetra has an exciting opportunity to join our growing team as an Individual Life Insurance Complaint Resolution Specialist. In this role, you will investigate and resolve complex customer concerns involving individual life insurance products, policy administration, service interactions, and distribution partner activity. The role requires exceptional writing, strong research skills, sound judgment, and the ability to turn detailed information into clear, well-supported outcomes. This is a strong fit for someone who is curious, precise, collaborative, and comfortable working through ambiguity. You will work closely with a variety of stakeholders, which may include customers, distribution partners, regulators, Compliance, Law, service teams, and senior leaders.

Responsibilities

• Manage complex life insurance complaints from intake through closure.
• Investigate customer concerns by reviewing documentation, identifying gaps or inconsistencies, and analyzing information from multiple sources.
• Synthesize complex information into clear findings, recommendations, and resolution rationale.
• Draft professional response letters and case documentation for customers, regulators, distribution partners, and internal stakeholders.
• Collaborate with service teams, Compliance, Law, Sales, leadership, customers, and distribution partners to support timely resolution.
• Exercise sound judgment when making recommendations, including knowing when to escalate legal, compliance, regulatory, reputational, or customer-impact risk.
• Maintain accurate, organized, and defensible complaint records.
• Navigate escalated or sensitive situations with composure and professionalism.
• Identify complaint themes, service issues, documentation gaps, and process improvement opportunities.

Qualifications

• Exceptional writer who can explain complex information clearly, accurately, and professionally.
• Strong researcher and critical thinker who can investigate issues, connect facts, and identify gaps or inconsistencies.
• Highly detail-oriented, with strong judgment and comfort making recommendations that may affect customers, operations, or business partners.
• Collaborative communicator who can work effectively with internal teams, external partners, and leadership.
• Calm and professional in escalated situations.
• Resourceful, curious, accountable, and comfortable working through ambiguity.
• Adaptable to changing priorities, processes, tools, and business needs.
• Life insurance or annuity experience preferred.
• 3–5 years of experience in Compliance, Operations, legal support, customer resolution, insurance service, or a related field preferred.
• College degree or equivalent work experience preferred.
• High school diploma required.

Benefits

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.

Pay

Hourly Range: $29.83 – $49.68 plus eligibility for annual bonus programs

Schedule

Remote-first organization committed to providing 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.

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.