[Hiring] Manager Claims Client Liaison @Symetra

Role Description

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.

What you will do

• 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.
• 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.
• 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.

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.

Benefits

• 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.

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.

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.