Manager Claims Client Liaison - Remote

Symetra Financial Corporation; Farmington (CT); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Flexible full-time or hybrid telecommu

401(k) with company match

Paid time away (vacation, sick, flex)

Company matching

Job summary

Symetra Financial Corporation is seeking a Manager Claims Client Liaison to lead a team that provides claims support, advocacy, and relationship management for national account customers across all Workforce Benefits products. You will oversee performance, capacity planning, and escalation management to improve service delivery and customer satisfaction.

The role requires strong leadership, deep claims expertise, and the ability to drive results in a fast-paced environment.

Qualifications

• 5+ 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.

Responsibilities

• Lead, coach, develop, and retain a team of Claims Client Liaisons, fostering a customer-focused culture.
• Establish and monitor service standards related to quality, responsiveness, and customer satisfaction.
• Manage workload distribution, staffing capacity, and prioritization for timely support.
• Serve as primary escalation point for complex, sensitive, or high-impact customer issues.
• Monitor service metrics and drive corrective actions as needed.
• Lead claims engagement activities during implementation and onboarding.

Skills

Insurance claims

Customer service

Account management

Leadership

Claims operations

Education

Bachelor's degree

Job description

You may have seen in the media that job posting scams are on the rise. Symetra is committed to creating a positive candidate experience without putting you at risk. As such, applications for our open job postings are only collected through our secure career site and we are transparent about our. We also do not send funds to candidates or request funds from candidates, via check or otherwise. To check the status of your application, log into your candidate profile. If you would like to report suspicious recruiting activity or potential fraud please .- Relevant skills and experience will be listed so you know why those jobs are a match## Job DescriptionSymetra has an exciting opportunity as a **Manager Claims Client Liaison!****About the role**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.**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.**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**Compensation**$110,000 to $130,000 plus eligibility for company annual bonus program.#LI-Remote#LI-MM**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.**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**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 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*