[Remote] Individual Life Insurance Complaint Analyst - Remote
Note: The job is a remote job and is open to candidates in USA. Symetra is a national financial services company dedicated to helping people achieve their financial goals. They are seeking an Individual Life Insurance Complaint Analyst to manage and resolve customer complaints, working with various stakeholders to ensure satisfactory resolutions and improve customer experience.
Responsibilities
- Independently manage and catalog incoming complaints including creating documentation of receipt, research, call notes, etc
- Lead the resolution of complaints by working with customers or agencies representing the customer within the prescribed time frame
- Consult with distribution partners to find a suitable resolution
- Exercise autonomy when reaching decisions, while knowing when to pull in additional decision makers such as Law, Compliance and/or Executive Leadership
- Create clear, detailed response letters to all parties
- Ensure issue resolution is appropriate, exercising “thought leadership”
- Consults with management on escalated customer concerns to resolve customer concerns
- Provides suggestions on process changes to facilitate a better customer experience
Skills
- 2 years Indexed Universal Life Insurance Experience required
- High school diploma required
- College degree or equivalent work experience preferred
- 3-5 years in Compliance or Operations with an emphasis in written communications
- MS Excel experience is a plus
- Excellent written and oral communications
- Driven to create an excellent customer experience
- Advanced problem solving skills
- Strong negotiation skills
- Remains calm in escalated situations
- Demonstrates strong adaptability to change
- Comfortable making decisions that may impact the operation
- Strong relationship building skills
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
- Eligibility for annual bonus programs
Company Overview