Director, Customer Service & Claims
Symetra - Bellevue, WA

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What drives Symetra Financial? It's an anything-is-possible attitude focused on one thing-making a difference in people's lives. We do it by offering diverse financial solutions to help individuals, families and businesses reach their goals. And we do it with a roll-up-your-sleeves spirit supporting programs, events and organizations that enrich the lives of those in the communities we serve. We're a growing company inspired by challenges-a company with the agility and creativity to meet them head on-a company built on a foundation of integrity and responsibility that guides us in doing what's best for our clients.

Symetra's Life & Retirement Division has an excellent opportunity available for a Director of Claims and Customer Service. Reporting directly to our VP of Life Operations and Retirement Operations , this position will be responsible for leading and directing all aspects of Customer Service, Operations, and Claims for the Life and Retirement Divisions. Specific responsibilities will include:
  • Direct customer service, operations, and claims of the Division
  • Create and execute long term strategy for streamlining department processes
  • Executing strategic vision into working projects
  • Develop and prioritize department's annual goals that will provide framework for goal setting for all positions within the department
  • Monitor for successful completion
  • Develop managers to build effective teams that drive an overall improvement to processing business
  • Ensure procedures are followed and monitored, including all compliance related processes
  • Oversees customer-facing service and operations for the Division
  • Oversees Life & Retirement Claims operations to ensure prompt and accurate payment of all legitimate claims
  • Partners with Operations VP to set strategic direction for Customer Service and Claims Operation
  • Responsible for Life & Retirement Claim audits results and recommendations
  • Represents Individual Life as needed on claim related litigation matters
  • Ensure timeliness and accuracy objectives are met
  • Ensure process improvements are sought and implemented as necessary or desired
  • Ensure annual goals are set by all customer service, operational, and claims units and conduct follow-up as needed to see that the goals are achieved
  • Review periodic reports provided by product line managers to ensure statistical group performance measures are being met as previously committed to
  • Oversee direct reports as they monitor staffing needs. Help identify training, coaching, and development opportunities for various staff members
  • Ensure positive relations with all external and internal distribution partners are maintained
  • Actively participate in product development initiatives and product pricing discussions
  • Assess impacts of new product administration requirements and processing exceptions
  • Sponsor "high-visibility" projects, and direct the appropriate delegation of tasks and responsibilities
  • Drive multiple projects to successful completion
  • Act as key decision-maker on behalf of the Division in inter-departmental meetings and other discussions
  • Conduct formal presentations on behalf of department as needed
  • Responsible for overseeing development of direct reports budgets, approve overall budget, and monitor to ensure Units remain within budget guidelines
  • Bachelor's degree required in Business or related major
  • NASD Series 6 and 63 registered; Series 26 preferred
  • Successful completion or actively pursuing insurance education courses (i.e. FLMI, FLHC, and CLU)
  • Minimum 5 years experience required in management role of a customer service and operations staff of at least 40 employees
  • Minimum 5 years experience in management of Life Insurance Claims
  • Proven experience in an Administration and/or Operations Management role
  • Proven manager and director, with strong interpersonal, analytical, negotiation, and communications skills
  • Proficient time-management, cross-organizational, and cross-functional leadership skills
  • Strategic thinking with an eye for process improvement
  • Proven experience with workflow processes and demonstrated understanding of the importance of adherence to procedures and service level commitments
  • Able to direct change as needed in area of process improvement
  • Ability to develop an effective team by establishing a common cause and fostering a climate of innovation and collaboration
  • Demonstrated ability to set and communicate group goals that convey desired direction and course for staff
  • Proven record that goals are regularly achieved
  • Strong commitment to providing the highest levels of quality customer service, with demonstrated ability to influence staff to provide the same
  • Demonstrated ability to oversee multiple projects to successful completion; set priorities, delegate, follow-up, and coach as needed
  • Manage own priorities to facilitate progress
  • Proven ability to successfully propose and sell ideas
  • Proven ability to set motivational atmosphere for staff
  • Ability to effectively communicate with all levels of the company and external customers

Symetra - 15 months ago - save job - block
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About this company
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Symetra’s been around for more than 50 years. We’re experienced, stable, financially strong—just what you need from an...