Customer Service Lead

Responsible for training and supporting CSR team as a subject matter expert in all product types and all transaction types. Assists managers with daily tasks and takes a leadership role responsible for reporting, scheduling, monitoring and managing service levels, handling escalated calls, in addition to other leadership activities. Creates, maintains and communicates procedures and process changes, identifying process improvement opportunities. Represents department on projects and initiatives. What you'll do in this role Support department in achieving service levels. Support CSRs by being available to answer questions. Provides support and direction to CSR's in the absence of management. Provides outstanding customer service on phones by being available to assist callers during periods of high call volume and handling escalated calls. Responsible for development and delivery of training program for new CSRs and continued education of existing CSRs. Creates and maintains procedures and communicates new/changing procedures and policies. Responsible for department metrics reporting, scheduling, managing escalated transactions/requests. Represent department on projects (new product, new partner, new systems, etc.).

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).