Supplemental Health Customer Service Team Lead

Symetra • ,

33d • $25 - $41 • Hybrid

About The Position

Symetra offers an exciting chance to step into the position of Supplemental Health Customer Service Team Lead! In this role you will be responsible for training and supporting the customer service representative team as a subject matter expert in supplemental health products including; Critical Illness, Accident and Hospital Indemnity. You will assist managers with daily tasks and take a leadership role with responsibilities like reporting, scheduling, monitoring, managing service levels, and handling escalated calls. In this position, you will communicate procedures and process changes, identify and implement process improvement opportunities, and act as a department representative during 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; college degree preferred.
• 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

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.

Benefits

• Flexible full-time or hybrid telecommuting arrangements
• 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
• Company matching for community contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree