Manager Claims Client Liaison - Remote

Symetra•,

3d•Remote

About The Position

The Manager of Claims Client Liaison Services leads a team providing claims support, advocacy, and relationship management for national account customers across Workforce Benefits product lines. The role ensures internal and external claims inquiries are resolved accurately, consistently, and within established service standards, while enhancing customer experience and reducing unnecessary claim examiner involvement. The manager oversees team performance, workload prioritization, capacity planning, employee development, and service delivery, and serves as a senior escalation point for complex customer and claims matters. The role partners 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 requires people leadership, claims expertise, business judgment, strong communication, and the ability to lead performance in a fast-paced, high-volume service environment.

Requirements

At least 5 years of progressive experience in insurance claims, claims operations, customer service, or account management.
Bachelor's degree or an equivalent combination of education and relevant work experience.
Prior people leadership and claims management experience within the insurance industry.
Strong knowledge of disability, leave, life, and/or workforce benefits claims operations.
Experience managing escalations and complex customer relationships.
Must be authorized to work in the United States at hire and maintain work authorization throughout employment; employer work visa sponsorship and support are not provided.
For remote work, internet connectivity must be at least 100 Mbps download and 20 Mbps upload via fiber, cable, or DSL; satellite, cellular broadband, other wireless technology, and wired dial-up are not permitted.

Responsibilities

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 for quality, responsiveness, documentation, escalation management, and customer satisfaction.
Conduct performance management, including coaching, feedback, development planning, and succession planning.
Manage workload distribution, account assignments, staffing capacity, and prioritization to provide 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, and implement proactive solutions.
Partner with Account Management, Claims, Implementation, Sales, and other stakeholders on customer meetings, stewardship reviews, capabilities presentations, and critical escalations.
Monitor response times, turnaround times, service quality, and customer feedback, and implement corrective actions as needed.
Lead claims engagement activities during implementation and onboarding to define and document customer requirements, service expectations, and operational processes.
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.