Individual Life Insurance Complaint Analyst - Remote

Symetra has an exciting opportunity to join our growing team as anIndividual Life Insurance Complaint Analyst!

About the role

Responsible for the satisfactory resolution of moderately complex customer concerns by consulting with customers, distribution partners, external regulatory agencies, consumer protection agencies, internal service departments and internal key stakeholders - such as Law, Compliance, Sales, Executive Leadership, with limited oversight.

Company Overview

Symetra Investment Management ("SIM") is a SEC-registered investment advisory firm with approximately $78 billion in assets under management as of March 31, 2025.Symetra Financial Corporation ("SFC"), a diversified financial services company with $68.4 billion in assets as of December 31, 2024, headquartered in Bellevue, Washington is the sole shareholder of SIM. SFC is also the holding company of Symetra Life Insurance Company ("Symetra Life"), which was founded in 1957, and has insurer financial strength ratings of 'A' by A.M. Best and Standard & Poor's and 'A1' by Moody's. Symetra Life is among the top 40 largest life insurance companies in the United States (based on statutory admitted assets as of December 31, 2024) and has approximately 2.3 million customers and over 2,600 employees nationwide. SFC is a wholly owned subsidiary of Sumitomo Life Insurance Company, a mutual life insurance company with head offices in Osaka and Tokyo, Japan. Founded in 1907, Sumitomo is one of the largest life insurance companies in Japan with $327 billion of assets as of March 31, 2025.SIM currently has recently begun marketing its investment management services to third-party institutional investors.

What you will do

• Independently manage and catalog incoming complaints including creating documentation of receipt, research, call notes, etc.
• Lead the resolution of complaints by working with customers or agencies representing the customer within the prescribed time frame.
• Consult with distribution partners to find a suitable resolution.
• Exercise autonomy when reaching decisions, while knowing when to pull in additional decision makers such as Law, Compliance and/or Executive Leadership.
• Create clear, detailed response letters to all parties.
• Ensure issue resolution is appropriate, exercising "thought leadership".
• Consults with management on escalated customer concerns to resolve customer concerns.
• Provides suggestions on process changes to facilitate a better customer experience.

Why work at Symetra

"I feel welcome and included at Symetra every day and I really believe you can be you at Symetra." - Megan H., Deputy Chief Compliance Officer

"I am grateful to be here and I know how blessed I am to work for a company that truly cares about me as a person". - Nancy R., Sr. Investment Fund Analyst

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

Compensation

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

Who you are

• College degree or equivalent work experience preferred.
• 3-5 years in Compliance or Operations with an emphasis in written communications.
• 2 years Indexed Universal LifeInsurance Experience required.
• 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.
• High school diploma required.

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

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