Claims Client Liaison Manager - Hybrid/Flexible

Symetra; United States; Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Flexible hybrid work

401(k) immediate vesting & match up to

Paid time off and holidays

Community giving via company matching

Job summary

Symetra seeks a Manager of Claims Client Liaison Services to lead a national team delivering claims support, advocacy, and relationship management for national accounts across Workforce Benefits product lines. You will ensure inquiries are resolved accurately, while improving client experience and reducing unnecessary examiner involvement.

Success requires strong people leadership, deep claims expertise, sound business judgment, and exceptional communication in a fast-paced, high-volume service

Qualifications

• 5+ years of progressive insurance claims/claims operations experience
• Bachelor's degree or equivalent
• Prior people leadership and claims management experience
• Strong knowledge of disability, leave, life, and workforce benefits claims
• Experience managing escalations and complex customer relationships

Responsibilities

• Lead, coach, develop, and retain a team of Claims Client Liaisons.
• 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 for timely support.
• Ensure customers, brokers, consultants, and field partners receive timely, accurate, consultative claims support.
• Serve as the primary leadership escalation point for complex, high-impact issues.
• Identify service risks and trends, implementing proactive solutions.
• Partner with cross-functional teams to support meetings, reviews, and escalations.
• Monitor service metrics and implement corrective actions as needed.
• Lead claims engagement during implementation/onboarding to define processes.
• Identify gaps and training opportunities for process improvement.
• Analyze trends and feedback to improve efficiency and risk mitigation.

Skills

People leadership

Claims operations

Customer service

Communication skills

Account management

Education

Bachelor's degree or equivalent

Job description

Symetra seeks a Manager of Claims Client Liaison Services to lead a national team delivering claims support, advocacy, and relationship management for national accounts across Workforce Benefits product lines. You will ensure inquiries are resolved accurately, while improving client experience and reducing unnecessary examiner involvement.

Success requires strong people leadership, deep claims expertise, sound business judgment, and exceptional communication in a fast-paced, high-volume service