Retirement Operations Complaint Specialist - Remote

Symetra offers a thrilling chance to become part of our team as a Retirement Operations Complaint Specialist!

About the role

Symetra has an exciting opportunity to join our team as a Retirement Complaint Analyst. In this role, you’ll investigate and resolve complex customer concerns, often involving regulatory scrutiny, requiring strong written communication, sound judgment, and the ability to distill information into clear, well-supported outcomes. This role is ideal for someone who is naturally curious, thrives on problem-solving, and takes pride in producing high-quality written work that stands up to internal and external review.

What you will do

• Independently manage a caseload of complaints, ensuring all documentation, correspondence, and case records are accurate, structured, and audit-ready.
• Investigate customer concerns by gathering facts, analyzing information from multiple sources, and identifying gaps or inconsistencies.
• Synthesize complex information into clear findings and well-supported resolutions.
• Draft clear, concise, and professional response letters that are defensible for customers, regulators, and internal stakeholders.
• Exercise sound judgment and make independent decisions, recognizing when to escalate to Legal, Compliance, or Executive Leadership.
• Ensure issue resolution is appropriate, exercising “thought leadership”.
• Consults with management on escalated customer concerns to resolve customer concerns.
• Identify trends and recommend process improvements to enhance customer experience and operational effectiveness.

Why Work at Symetra

Here’s what some of our employees share about why they choose to work at Symetra:

“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., VP Internal Sales

“Come hungry. Stay hungry. Symetra is a place where curiosity, continuous learning, and personal growth are truly valued. Don’t be afraid to ask questions or challenge yourself—every step you take is worth it. You’ll grow into a stronger, more empowered employee at one of the most diverse and equitable companies in the country.” - Ashley C., Internal Wholesaler

What we offer you

Benefits and Perks

We don’t take a “one-size-fits-all” approach when it comes to our employees. Our programs are built 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.

Compensation

Hourly Range: $29.83 - $49.68 plus eligibility for annual bonus program.

Who You Are

• 3 – 5 years in Compliance or Operations with an emphasis in written communications
• High school diploma required, college degree a plus.
• 2 years annuity or life insurance industry experience preferred.
• 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.
• Exceptional writing skills, including the ability to communicate complex information clearly, concisely, and professionally.
• Highly detail-oriented with the ability to identify subtle issues and inconsistencies.
• Strong critical thinker who can analyze information and connect the dots to reach sound conclusions.
• Resourceful and curious, with a proactive approach to investigation and problem-solving.
• Qualified candidates will complete an editing/writing assessment as part of the interview process.

We empower inclusion
At Symetra, we aspire to be the most inclusive insurance company in the country. We're building a place where every employee feels valued, respected, and has opportunities to contribute.

Inclusion 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.

 

Creating a world where more people have access to financial freedom
Symetra 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're 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're buying, and we design products--and operate our company--to stand the test of time. We're 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.

For more information about our careers visit: https://symetra.eightfold.ai/careers

 

Work Authorization
Employer 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.

 

Please review Symetra's Remote Network Minimum Requirements:

As a remote-first organization committed to providing a positive experience for both employees and customers, Symetra has the following standards for employees' internet connection:

• Minimum Internet Speed:100 Mbps download and 20 Mbps upload, in alignment with the FCC's definition of "broadband."
• Internet Type:Fiber, Cable (e.g., Comcast, Spectrum), or DSL.
• Not Permissible:Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up.

When applying to jobs at Symetra you'll be asked to test your internet speed and confirm that your internet connection meets or exceeds Symetra's standard as outlined above.

 

Identity Verification

Symetra 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.

 

Failure to comply with verification procedures may result in:

• Disqualification from the recruitment process
• Withdrawal of a job offer
• Termination of employment and other criminal and/or civil remedies, if fraud is discovered