Customer Service Representative Benefits

Summary

Provide call center callers with timely, accurate, and customer-focused claim information, solicit information needed to perfect the claim, consistently deliver a superior level of customer service, document the claim system, work with the Supplemental Health products, and perform well in a call center team environment.

Responsibilities/ What you will do

• Provide various external and internal callers with timely, accurate, and customer-focused claim information. Solicit information from various sources needed to appropriately document new claim submissions, ongoing claims, other applicable situations, etc. Record summaries of information exchanged in our claim system with a high level of accuracy and detail easily understood by the user. Issue timely and accurate claim acknowledgement correspondence. Process incoming documents with high coding integrity and distribute immediately. Remain fully compliant with operational standards. Meet or exceed call center operational metrics.
• Maintain a superior level of genuine caring and empathetic customer service throughout all interactions. Take appropriate actions to earn the caller's trust. Anticipate customer needs and take action.
• Work as a team to support one another through flexibility, collaboration, creating a positive work environment, consistently maintain professionalism and integrity, actively taking steps to foster high morale, and demonstrating a dedication to excellence.
• Demonstrate an increasing level of proficiency in the products (Critical Illness, Accident, Hospital Indemnity) managed by the department.
• Perform other tasks requested by management.

Typical Years of Experience

1-2 years of cumulative, relevant experience

Skills & Knowledge

• Attention to details
• Collaboration
• Customer Service
• Digital Literacy
• Empathy
• Metric Driven
• Multi-Tasking
• Supplemental Health Claims
• Verbal & Written Communication

About the Role

Frequently works with a variety of internal customers providing both standard and complex information. May contact external and internal customers/clients and answer questions which may sometimes be complex in nature.

Provides core level support. Identifies problems and all relevant issues in a variety of situations, assesses each using standard procedures and makes sound decisions, researching information to resolve problems or issues. Responds to inquiries and may provide basic interpretation of policies and procedures.

Requires considerable knowledge of duties typically obtained through job-related training and experience. Knowledgeable of specified computer applications; office practices and procedures. Uses initiative and independent judgment within established procedural guidelines.

 

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