Field Service Manager

Symetra

6d • Hybrid

About The Position

As a Field Service Manager, you will implement and oversee field support programs and workflows designed to deliver outstanding customer service. You will lead operations in each assigned sales office and support team for Supplemental Health Life and Disability Insurance. You will manage direct reports including Benefit Specialists (account managers for the under 500 unit).

Requirements

• High school diploma required
• Bachelor’s degree or equivalent experience
• Life and Health License
• 5+ years experience working in Group Supplemental Health, Disability and Absence Management
• 3+ years of field leadership experience required
• 3+ years experience with managing account managers and other field service personnel
• Deep and broad industry knowledge
• Highly skilled at presenting Symetra’s products and services to the most senior levels at clients’ companies
• Ability to think strategically, define and articulate the company’s claims practices
• A positive, results-driven style, evidenced by listening, motivating, delegating, influencing and supervising the work being done
• Occasional travel may include visits to Group field offices, customer renewal meetings, finalist presentations, stewardship meetings and industry conference, and corporate office visits to build relationships with internal constituents.

Responsibilities

• Lead operations in each assigned sales office and support team for Group, Supplemental Health, Life and Disability products. Responsible for managing direct reports including Benefit Specialist (BS) and Service Support Associates (SSA).
• Provide specific written objectives for field sales support team in field sales offices nationally.
• Supports, enhances and monitors individual performance for each team member.
• Interviews, hires and trains support staff in regional offices.
• Ensure that accurate procedures are in place for all aspects of the Supplemental Health, Life and Disability under 500 employee service model. This includes but is not limited to advocating for customers on service team on claim related issues, and delivering customer related materials for administering the Supplemental Health, Life and Disability programs.
• Understand the overall administration of new and current customers.
• Facilitate legal and customer issues and complaints to be addressed in a timely manner by the appropriate individuals on the field service team and internal constituents.
• Anticipate potential obstacles or trends affecting the industry and recommends solutions.
• Participate in special projects and/or committees with a goal of improving processes
• Develop strong relationships with key internal and external clients (to include brokers, clients, consultants and internal constituents).
• Regularly attend customer stewardship meetings, renewal meetings, finalist presentations, etc. as part of the field sales and service team for groups with less than 500 employees.
• Anticipate business needs in order to facilitate system and workflow enhancements and development.
• Forecast the impact of system interfaces with other critical areas of the company, such as Underwriting, Policy Issue, Claims, Finance, and Actuarial.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager