Field Service Manager, Benefits Support Team

Symetra has an exciting opportunity to lead our Benefits Support team as a Field Service Manager! \n\n \n\nAbout the role\n\nAs 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).\n\n \n\nWhat you will do\n\n * 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. \n * Conduct one-on-one meetings and identify professional development opportunities for team members.\n * Oversee day-to-day operations, including managing service tasks such as AOR changes, licensing updates, claims inquiries, benefit plan administration, and enrollment support. \n * Ensure tasks are completed accurately and on time, while maintaining strong relationships with clients and internal teams to promote satisfaction and retention.\n * Identify and implement process improvements, best practices, and workflow enhancements to drive operational efficiency. \n * 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. \n * Prepare regular performance reports on team metrics and client feedback for leadership, ensuring equitable task distribution and ongoing performance support.\n * Act as an escalation point for complex issues, collaborating with cross-functional teams to resolve problems efficiently. \n * Monitor and evaluate team performance, ensuring high-quality work standards and compliance with internal policies.\n * Manage operations for Group Life, and Disability, and Supplemental Health including overseeing the recruitment, training, and performance management of Benefit Support Specialists. \n * Provide written objectives and ensure team alignment with company goals.\n * Participate in special projects and committees focused on process improvements and system enhancements.\n\n\n\nWhy work at Symetra\n\n\"The atmosphere at Symetra is truly different than at other companies. If you are looking for a company where your voice will matter and be heard, Symetra is the place for you.\" Sydney S. - Actuarial Associate III\n\n \n\n\"If you\u0027re looking for a place to call home, grow professionally and personally and most importantly, be yourself, Symetra is the right fit.\" \\- Daniel P., Director Underwriting\n\n \n\nWhat we offer you\n\nWe don\u0027t take a \"one-size-fits-all\" approach when it comes to our employees. Our programs are designed to make your life better both at work and at home.\n\n * Flexible full-time or hybrid telecommuting arrangements\n * Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%\n * Paid time away including vacation and sick time, flex days and ten paid holidays\n * Give back to your community and double your impact through our company matching\n\n\n\nWant more details? Check out our Symetra Benefits Overview\n\n \n\nCompensation\n\nAnnual Salary: $87,900 - $146,500 plus eligibility for Company Annual Bonus\n\n \n\nWho you are\n\n * High school diploma required\n * Bachelor\u0027s degree or equivalent experience\n * Life and Health License\n * 5+ years experience working in Group Supplemental Health, Disability and Absence Management\n * 3+ years of field leadership experience required\n * 3+ years experience with managing account managers and other field service personnel\n * Deep and broad industry knowledge\n * Highly skilled at presenting Symetra\u0027s products and services to the most senior levels at clients\u0027 companies\n * Ability to think strategically, define and articulate the company\u0027s claims practices\n * A positive, results-driven style, evidenced by listening, motivating, delegating, influencing and supervising the work being done\n\n\n\nWe empower inclusion \nAt Symetra, we aspire to be the most inclusive insurance company in the country. We\u0027re building a place where every employee feels valued, respected, and has opportunities to contribute.\n\nInclusion is about recognizing our assumptions, considering multiple perspective, and removing barriers. We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our efforts here.\n\n \n\nCreating a world where more people have access to financial freedom \nSymetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we\u0027re guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they\u0027re buying, and we design products--and operate our company--to stand the test of time. We\u0027re committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom.\n\nFor more information about our careers visit: https://symetra.eightfold.ai/careers\n\n \n\nWork Authorization \nEmployer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.\n\n \n\nPlease review Symetra\u0027s Remote Network Minimum Requirements:\n\nAs a remote-first organization committed to providing a positive experience for both employees and customers, Symetra has the following standards for employees\u0027 internet connection:\n\n * Minimum Internet Speed:100 Mbps download and 20 Mbps upload, in alignment with the FCC\u0027s definition of \"broadband.\"\n * Internet Type:Fiber, Cable (e.g., Comcast, Spectrum), or DSL.\n * Not Permissible:Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up.\n\n\n\nWhen applying to jobs at Symetra you\u0027ll be asked to test your internet speed and confirm that your internet connection meets or exceeds Symetra\u0027s standard as outlined above.\n\n \n\nIdentity Verification \n\nSymetra is committed to fair and secure hiring practices. For all roles, candidates will be required (after the initial phone screen) to be on video for all interviews. Symetra will take affirmative steps at key points in the process to verify that a candidate is not seeking employment fraudulently, e.g. through use of a false identity.\n\n \n\nFailure to comply with verification procedures may result in:\n\n * Disqualification from the recruitment process\n * Withdrawal of a job offer\n * Termination of employment and other criminal and/or civil remedies, if fraud is discovered\n\n\n