Field Service Manager, Benefits Support Team

Symetra

3d • 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

Responsibilities

• Lead, mentor, and motivate a team of Benefits Support Specialists to ensure high performance, accuracy, and customer satisfaction by setting clear expectations, providing ongoing coaching, and fostering a collaborative environment.
• Conduct one-on-one meetings and identify professional development opportunities for team members.
• Oversee day-to-day operations, including managing service tasks such as AOR changes, licensing updates, claims inquiries, benefit plan administration, and enrollment support.
• Ensure tasks are completed accurately and on time, while maintaining strong relationships with clients and internal teams to promote satisfaction and retention.
• Identify and implement process improvements, best practices, and workflow enhancements to drive operational efficiency.
• Allocate resources effectively, analyze activity records using tools like the New Case Tracker and Work in Progress (WIP), and ensure proper documentation of client interactions and procedures.
• Prepare regular performance reports on team metrics and client feedback for leadership, ensuring equitable task distribution and ongoing performance support.
• Act as an escalation point for complex issues, collaborating with cross-functional teams to resolve problems efficiently.
• Monitor and evaluate team performance, ensuring high-quality work standards and compliance with internal policies.
• Manage operations for Group Life, and Disability, and Supplemental Health including overseeing the recruitment, training, and performance management of Benefit Support Specialists.
• Provide written objectives and ensure team alignment with company goals.
• Participate in special projects and committees focused on process improvements and system enhancements.

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
• Number of Employees: 501-1,000 employees