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. The Supplemental Health Customer Service Team Lead will be responsible for training and supporting the customer service representative team while managing service levels and handling escalated calls.

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
• 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
• college degree preferred