Manager Claims Client Liaison

Summary

This position leads the team responsible for claims support and relationship management for national account customers across all Workforce Benefits product lines. The role is responsible for ensuring internal and external claims inquiries are resolved accurately, consistently, and in a timely manner, while reducing unnecessary examiner involvement and enhancing the overall customer experience. The Manager provides coaching, performance management, workload prioritization, capacity planning, and employee development. The position establishes service standards, monitors team performance and inquiry trends, and ensures employees operate effectively within their authority while appropriately escalating complex issues when needed. The Manager partners closely with Claims Operations leadership, claims examiners, service teams, and field partners to resolve complex concerns, improve workflows, and strengthen service delivery. Serving as a senior escalation point for sensitive matters, this individual leverages operational data and customer feedback to drive continuous improvement. Success in the role requires strong leadership, deep claims expertise, excellent communication skills, sound judgment, and the ability to manage competing priorities across a high-volume service environment.

Responsibilities

✔ Team Leadership and Management • Lead, coach, develop, and retain a team of Claims Client Liaisons, fostering a collaborative, customer-focused culture built on accountability, inclusion, sound judgment, and continuous improvement. • Establish and monitor service standards for quality, response times, first-contact resolution, documentation, escalations, and overall customer experience. • Manage employee performance through regular feedback, coaching and development planning. • Oversee account assignments, workload distribution, team capacity, and prioritization to ensure effective coverage and timely customer support.
40%

✔ Service Delivery and Escalation Management • Ensure customers and field partners receive timely, accurate, and consultative claims support, maintaining high standards for responsiveness, service quality, and customer satisfaction. • Serve as the primary leadership escalation point for complex, sensitive, or high-impact customer, claims, and service issues, driving resolution and coordinating cross-functional support as needed. • Proactively identify emerging service risks, customer concerns, and recurring issues, ensuring prompt escalation and resolution before customer dissatisfaction occurs. • Partner with Account Management, Claims, Implementation, and other key stakeholders to lead customer meetings, stewardship discussions, capabilities presentations, and critical escalations. • Monitor service metrics, response quality, turnaround times, customer feedback, and service performance, implementing corrective actions to improve customer outcomes. • Ensure service recovery plans are well documented by team members and that any customer specific audits and reviews are timely including if these are being owned by a claims client liaison. • Oversee the delivery of customer reporting, insights, and recommendations that strengthen customer relationships and enhance service delivery.
40%

✔ Claims Operations and Process Efficiency • Establish and oversee consistent Claims engagement throughout implementation and onboarding, ensuring customer expectations, service requirements, and customizations are documented, risks are proactively addressed, and customers experience a seamless transition. • Partner with Claims leadership and cross-functional teams to develop customer service strategies, address process gaps and training needs, and implement scalable solutions that balance customer value, operational effectiveness, and compliance. • Analyze claim trends, customer insights, and operational data to identify opportunities for process improvement, risk mitigation, and enhanced service performance. • Serve as a subject matter expert on behalf of Claims Operations and participate in non-standard request reviews and provide responses for request for proposals engaging Claim Operations as needed to ensure what is being provided is accurate and can be operationalized and delivered.
20%

Skills

✔ Claims Operations
4 - Advanced

✔ People Leadership
4 - Advanced

✔ Customer Service
4 - Advanced

✔ Relationship Management
4 - Advanced

✔ Communication
4 - Advanced

✔ Problem Solving
4 - Advanced

✔ Collaboration
4 - Advanced

✔ Process Improvement
3 - Proficient

✔ Data Analytics
3 - Proficient

✔ Claims Systems & Workflow Knowledge
4 - Advanced

Specialty Education Required

College degree or equivalent work experience.

Designations and/or Certifications Required

Professional certifications or designations appropriate and relevant for this role.

Licensing Required

Typical Years of Experience

6-9 years of cumulative, relevant experience

Impact

Able to influence outcomes within broad policies, procedures and business plan. Receives advice from more senior managers/directors on departmental issues. Decisions are guided by resource availability and business unit objectives. Directly responsible for hiring, firing, performance management, and pay decisions for direct reports and indirect reports. Is accountable for the performance and results of the team or department. Has input on budget; drives to understand the financial impact of decisions.

Job Complexity

Adapts team/department plans and priorities to address resource and operational challenges. Resolves issues and contributes to team/department. Encourages team to be innovative in approach and drives process improvements in day-to-day operations.

Skills And Knowledge

Advancing manager, manages the work of others through leads, unit managers and senior level individual contributors. Advanced knowledge of the field as well as supervisory experience and strong leadership skills.

Reporting Structure

Manages the work efforts of direct reports (IC's), professional staff and/or Unit Managers. Sets goals and objectives for team. Usually reports to Sr. Manager, Director or AVP.

Leadership

Growing in leadership ability. Develops direct reports by helping to form individual development plans and understanding career goals of each team member. Coaches Unit Managers to manage underperformance and drive for results. Participates in and/or makes recommendations for business initiative planning.

Contact with Others

Maintains frequent contact with senior leaders and partners across Claims, Account Management, Sales, Implementation, Compliance, Contracts, Underwriting, Product, Training, Information Technology, and other business areas. Has significant external contact with brokers, policyholders, consultants, prospective customers, and other strategic partners. Represents Symetra in complex customer discussions, presentations, escalations, and stewardship activities.