Supplemental Health Customer Service Team Lead

Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future.

About the role

In this role you will be responsible for training and supporting the customer service representative team as a subject matter expert in supplemental health products including Critical Illness, Accident, and Hospital Indemnity. You will assist managers with daily tasks and take a leadership role with responsibilities like reporting, scheduling, monitoring, managing service levels, and handling escalated calls. You will communicate procedures and process changes, identify and implement process improvement opportunities, and act as a department representative during projects.

Responsibilities

• Support the department in achieving service levels.
• Support and provide direction to customer service representatives through being accessible to answer questions.
• Provide outstanding customer service on the phones by assisting callers during periods of high call volume and managing calls that have increased urgency.
• Responsible for the development and facilitating of training programs for new client support agents and ongoing learning for current agents.
• Develops and maintains procedures and communicates new/changing procedures and policies to the team.
• Responsible for department metrics reporting, scheduling, and handling escalated transactions/requests.
• Represent the department on new product, partner, and system projects.

Requirements

• Available to work from 10:30 AM to 7:00 PM CST Monday through Friday.
• Knowledge of supplemental health products including Critical Illness, Accident, and Hospital Indemnity.
• High School Diploma required; college degree preferred.
• Proven track record to multi-task, prioritize, and work within established timeframes.
• Ability to research, analyze, solve, and handle complex escalation calls.
• 1-2 years of experience working as a customer service representative, senior customer service representative, and/or Customer Service Specialist or equivalent.
• Ability to develop learning tools, implement new procedures, and mentor the team.
• Strong leadership and communication skills to be a back-up to managers.
• Strength in written and verbal communications.
• Ability to review and interpret policy language.

Benefits

• Flexible full-time or hybrid telecommuting arrangements.
• 401(k) plan with immediate vesting and company matching up to 6%.
• Paid time away including vacation and sick time, flex days, and ten paid holidays.
• Community impact through company matching for charitable contributions.

Pay

Hourly Range: $24.62 - $41.04 plus eligibility for Company Annual Bonus.

Schedule

10:30 AM to 7:00 PM CST, Monday through Friday.

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. Employer work visa sponsorship and support are not provided for this role.

As a remote-first organization, Symetra requires a minimum internet speed of 100 Mbps download and 20 Mbps upload, using Fiber, Cable, or DSL connections. Satellite, cellular broadband, or dial-up connections are not permissible.