Supplemental Health Customer Service Team Lead

Symetra offers an exciting chance to step into the position of **Supplemental Health Customer Service Team Lead**! **About the role** 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. **What you will do** - 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. **Why work at Symetra** *“As a woman who recently moved into an IT role, I really appreciate that Symetra encourages women to pursue roles that have been historically (and currently) male dominated. I appreciate that Symetra puts its money where its mouth is. It's not simply paying lip service to its values; it really backs them up with action and initiatives. It sends a positive message to employees, customers, partners (both actual and potential) as well as to the industry that Symetra really does care about the values it advertises.” Aurora D. - Associate Software Developer“If you want to invest in yourself and build a career, this is a great place to work. If you don't want to put in the effort to learn the industry and become a student of the business (it takes real effort!), there are easier places to work.” Cris H. - AVP Internal Sales, Training and Development* **What we offer you** We don’t 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. - 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 - Want more details? Check out our [Symetra Benefits Overview](https://www.symetra.com/globalassets/documents/web/hr/hr_0022.pdf) **Compensation** Hourly Range: $24.62 - $41.04 plus eligibility for Company Annual Bonus **Who you are** - 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 **We empower inclusion** At Symetra, we aspire to be the…